Urban Styles Furniture Indianapolis — Local services in Indianapolis

My regret is that I didn't read reviews before shopping at Urban Styles. They were an accurate foreshadowing of my experience.

The original shopping experience was enjoyable. The cool merchandise and our personable salesperson, Leslie, were a welcome diversion from the tedious task of shopping for furniture. We purchased a sectional with a 4-6 week wait for delivery.

Our first issue arose upon delivery, 7 weeks later. The delivery guys couldn't move furniture from a truck to a house. An hour of attempts ended with minor damage to my doorframe. Then I looked at the furniture. The hooks which hold the sections together didn't line up. In addition, the pieces didn't line up, resulting in a large V-shaped gap in the back.

I began filing a claim and sent detailed photographs. During the process, the stitching on one of the cushions came apart. I added these photos and awaited a reply.

They informed me that they would be sending a repair agent from the manufacturer. I tried to explain that the problem was not damage but of a manufacturing fault resulting in a malformed frame. The discussion went on for several weeks until he was convinced to order a replacement piece. He said I should expect an additional 4-6 week wait.

6 weeks later, the delivery service scheduled a delivery. It arrived but they had sent the wrong piece.

I returned to the store and spoke again with Leslie. She was great and suggested that a refund would probably be in order. I still wanted the furniture so I asked if we could just try to get the correct piece.

5 weeks later, the piece arrived and we scheduled an appointment. My delivery window came and went with no communication from the delivery service. I called to find out what had happened and received no explanation, only a rescheduled appointment. This came and went with, again, no communication. I was rescheduled again. This delivery was also never to arrive. Each attempt required me to wait around the house all day as no delivery window could be provided.

By now, I was finished with Urban Styles. I reached out to the manager to ask to return the furniture and move on. He asked to return my call Mon. when he would have a chance to speak with the owner and come up with a solution. Monday came and went with no call. I called on Tuesday and was told that Mike was out of the store until Thursday. I visited the store on Thursday to discover that Mike was again not in the store.

On Saturday, I traveled to the store in-person to speak with mike. He was on the phone when I arrived, so I stood paitently and waited for him. When his call was completed, he walked away from me without a word and gave my invoice to another person. I was definitely put out but this gentleman, Jimmy, seemed eager to help. I was told that a refund would be forthcoming and that we would be able to schedule a pick-up date for the furniture on Monday. He even gave me his phone number to allow us to text about the transaction.

The following Monday, Jimmy called to tell us the date of pickup. On Friday, he called to verify the date, as there was some miscommunication between the store and the delivery service. He said that he would check with the delivery folks and call me back that evening with an appointment. This call was never to happen.

Ultimately, the furniture was picked up. We had been informed that a refund would be processed as soon as they picked up there furniture. I waited almost a week to hear from the store. Finally, I returned to the store. They had decided to wait for me to return to the store to process my refund.

The refund did process by the middle part of the next week. At this point, exactly six months had elapsed since my initial order. I had been shocked at every turn by the lack of basic understanding of customer service exhibited by almost everyone I have dealt with in this store.

My advice would be to avoid this store for any major purchases. The whimsical and most likely overpriced accessories and decor are fun and probably...

I was very excited to order with Urban Styles Furniture, they had a great selection and decent prices for what I was looking for but unfortunately our experience was not great. Our sales team member was super helpful when picking out a mattress and bedroom set, we settled on our options and but wanted to make sure the bedroom set we chose did not have a crazy long lead time (January 2022 lots of shipping delays on furniture) and we were told it would be 12-16 weeks on the furniture and 4-6 weeks on the mattress. We were changing the size of our bedroom furniture and did not have anywhere to put the new mattress so we asked to have everything delivered together. We asked if the lead time on our furniture changed once the order was placed wit the manufacturer that we be contacted. Our furniture ultimately did not arrive until the end of July/beginning of August and between March and July we contacted the store 5-6 times for updates. Each time our "expected delivery time" came up or passed we had to call the store, the store did not contact us with updates. On two occasions the staff was rude and would not allow us to voice our concerns (not the sales staff member we previously worked with), when the manager was not in there was no offer to take a message, and the person I talked to made a comment to me that "they were tired of taking flack for this set and everyone was complaining". I asked on each occasion for someone to reach out to us if there as a change or the delivery was pushed back further and this did not happen, and we were constantly told we could have the mattress delivered (and later made to feel that the reason the mattress was damaged upon delivery is because we didn't have it delivered and requested our order together). In total it took 3 deliveries over a 3 week period (total order included mattress, bed frame, nightstands and 2 dressers) to complete our order and the mattress and one dresser had to be replaced due to damage when it arrived. The first mattress arrived stained and the delivery team suggested we might have gotten a "loaner" mattress which was later determined not to be the case but if it is something they do then that is concerning. During the first delivery the team knocked a clock off the wall damaging the wall with scuffs from the paint on the clock and scratches in the dry wall. There were multiple delivery issues with the first and second delivery and finally the third delivery all of items arrived. We had been in contact with our sales team member who we felt did try their best to help and keep us informed but the rest of the service team did not. I had been in contact with a manager what was helpful to start and then acted as if we were an inconvenience for following up when we had not been reached out to. We were told they were "definitely going to be doing something for us in addition to getting our wall repaired" after the first delivery. It took almost 2 weeks after the final delivery in late August for our sales rep (after I made inquiries to the manager) to reach out and let us know they were giving us was ended up being approximately 6% of our total back in a refund. Our wall still had not been repaired and we had not been contacted by the warehouse team to set up time to have it looked at, which we noted each time we spoke to someone. We never received a call or apology from the manager regarding all the issues we had. It is now October and our wall is not repaired and we have not been contacted for a repair. I have also reached out with details regarding our service and lack of repair to our home through their website for assistance on 9/12/2022 and did not receive any response. While we still like the furniture, the customer service and resolution to the many issues we had was not appropriate and will be looking into our options to ensure we get the repairs made. I held off on leaving a bad review in hopes the company would honor their word but unfortunately that was...

We ordered a sofa, loveseat, and chair in September, 2015 from Mike Shultz. All three pieces were supposed to be reclining and electric. We received the furniture in the middle of November which was inside the allotted timeframe so no problem there. Unfortunately, the chair was not the right chair. The delivery guys made a note of the problem on the invoice and left us with the chair. We were told the sales staff would be calling us the next working day to get it taken care of. After 5 days, we decided to call since they didn’t call us. We talked to Mike and he said he could order another one but it was going to take 13 weeks. The other option was that he could give us some money back but, we had already paid for what we wanted, so we opted to order the correct chair. Life went on and we lost track of time a bit. After 15 weeks from the reorder date we called Mike back. He wasn’t working that day and we were told he would call us back. Add another 2 weeks and we decided to call Mike again. We never ended up getting a hold of him but we did get in touch with the “Sales Manager” Jimmy. Jimmy said that our chair had come in and he could get it to us that weekend. We were pumped and set up the delivery. That Saturday came and guess what – wrong chair again. The delivery guys marked the invoice and we knew, based on how great the sales staff had been at contacting us in the past, that we needed to call them ourselves. We called up Jimmy the next day and he said they had been having problems with that manufacturer and it was probably best if they just refunded us the difference. He had to “call corporate” to get confirmation on how much he could give us back. He called us back after a couple days (I was amazed) and said that they could refund us 3% of our purchase price. If you’ve been to this furniture store, you know there stuff isn’t cheap. 3% was insulting. We told Jimmy that we would much prefer to have the matching chair instead of the paltry refund. He said he would get the order in immediately and we could expect them to call us for delivery in 8 to 13 weeks. We waited the 13 weeks before we decided to call them back. After leaving a few messages for a couple days in a row and not hearing back, I went into the store. No one was working that could do anything so I had to call again later. This time I got a hold of Mike. He said they were dropping that manufacturer because they didn’t ship the orders they had made and that our chair never arrived. He said he would need to talk to the owner to find out how much they could refund us. He would call me back. Every 3 weeks until the end of February, my wife called and talked to Jimmy or Mike asking what refund they were going to offer us and when. Literally, almost 18 weeks later they offered us a 4% refund. We were tired of dealing with them – they finally won. After over a year of fighting, we took the crappy refund just to be done with them. Some may ask why I didn’t go to the BBB or try to get a refund on just the chair etc etc. There’s a very specific reason for that. When we ordered the furniture set, Mike wrote down on the invoice “Natuzzi electric” and put a price for the whole set. That’s it. No item numbers, no model numbers, no price per piece. We got a general description of the whole purchase and a single price. I wasn’t about to start fighting for a specific refund since I had no reference to compare to. The best part of the whole thing is the fact that there are no returns at all. They make you sign an agreement saying you won’t return anything. This place is extremely shady and all the sales people are just awful people. When you try to escalate anything you are told that the person you are talking to is the manager. Everyone’s a manager. Stay away from Mike Shultz and Jimmy. Everything they sell can be bought somewhere else, too. Look for manufacturers and ask questions if you find something you like there. You CAN get it...