Baer's Furniture Co. Inc. — Local services in Jacksonville

Baer's Furniture Jacksonville- Zero Stars

It was the worst experience I have ever had purchasing furniture. This store has extremely poor customer service.

They advertise design staff that can design an entire room for you. The sales people want your immediate sale and then that's the last time you'll hear from them.

High end furniture with a high end price tag and Walmart Customer Service. Actually lumping Baer's with Walmart is being offensive to Walmart because I've had better service there.

I ordered in September and this is what I receive after almost 6 months of waiting. A chair with the wrong arm and wrong pillow fabric.

I am shocked they are in business. I had to follow-up multiple times to place the order for this custom chair. While in the store, I purchased a sofa and grey chair. Then when I tried to purchase the matching chair to the sofa, she basically pushed me out of the store because that was a "custom" order, she'd need to work out the pricing and get back to me. I had to contact her multiple times to place the order. When she finally responded, she handed it off to a salesperson at ANOTHER STORE LOCATION. I assumed the order was still placed through the Jax location because that is the only location I have been to.

Our problems started with an employee stealing the original sale from other employee. There is no communication from the salesperson or office staff on the progress of the order. I personally contacted the salesperson for status on order and received no response. After 15 weeks, my husband stopped by the store to check on the status and was told the chair had completed production and would be arriving in the warehouse that week. A week later I called the store. I was then told it was not even in production yet. 4 months after the order was placed and still not in production. Every time I called the store, I was told that I don't have an order with them. Every time I would have explain the whole story again. There was also no after delivery follow up on my 1st delivery of a chair and a sofa.

I had also spoken to the "designer" about ottomans and area rugs. And you guessed it...no follow up to schedule an appointment with me to help me pick those out. I had never received a call from anyone at that store since placing our order in September.

When my chair finally arrived in my home on March 2nd, almost 6 months later, it is incorrect. Wrong style arm and wrong pillow fabric. Today is March 16th and I still have this chair in my home. After my terrible experience, I do not want them to fix it. Why would I wait for another 5-6 months for a new chair? I contacted the store and requested a refund and pick up on the day of delivery. My mistake for not being the one home to accept delivery. I would have refused it on the spot. Now I'm stuck with it in my home. 2 days after delivery, I receive a call from someone in their office to tell me that since the order was placed through another store location I would need to discuss the problem with them. Are they serious? And why didn't the manager of the store call to tell me that? I said I will not do that. I placed my order with their store. It's not my problem that they decided to give the order to a salesperson at another location. On March 5th, the manager finally calls me (leaves me a message because I was at work) and tells me he has to get approval from Mr. Baer directly for a refund. I called him back. Twice! And you guessed it, no return call. Today is March 16th. The last message I left him was on March 10th.

I will tell everyone I know to never shop at that store!

The quality of the sofa I received in my first delivery is poor. It already creaks and the fabric is fraying. I've had it in my home since November.

I am not one to complain about local businesses. I have never left a negative google review on a company. I understand that Covid is the reason for the delay in furniture production. If someone from Baer's had kept in touch with me, I wouldn't be so angry. Customer Service should be their...

Update: Baer's did replace the broken recliner. Hopefully they will outsource a furniture repair company in the Jacksonville area to reduce wait times and more options for scheduling. The furniture is nice and hopefully I just got a lemon recliner and no issues in the future.

BEWARE!! I am giving customer service zero stars! I do not usually leave bad reviews, as I am in the customer service business and I understand how reviews can affect business, BUT I have to worn any future potential customers about this company. I am leaving this review because this company has made NO EFFORT to rectify a situation after spending $6000 on furniture, a sectional and a mechanical recliner. DO NOT BUY any mechanical furniture from this company, such as mechanical recliner. I purchased (NOT A SPECIAL ORDER) a Natuzzi recliner (not cheap costed around $1600) in February 2022. This recliner was delivered within a couple weeks. By June (4 month after purchase) the recliner stopped working. I called Bear's and they immediately told me I needed to schedule an appointment for repair with their furniture repair company. When the repair company finally reached out to schedule they let me know they were scheduling 4 weeks out just to even come diagnose the issue. I called Bear's Furniture back and let them know this. I requested an exchange for a new recliner since this chair is still new and again this was not a special order. I was told I could not do this and they needed to try to repair it first. I then spoke to the manager and he agreed that this should be an exchange for a new chair and that he would put in the request (which I have all in text messaging). He responded back after a few days and said the request was denied and I would have to wait the 4 weeks for diagnoses and have the furniture repair company try to fix it first. I went ahead and scheduled the 4 week wait as I work a lot and didn't have anymore time to dispute this. BTW.. they only have one furniture repair company, and they are located in Orlando! They only come to Jacksonville 2 days per week, mostly on Tuesdays and Wednesdays, and are always booked out 4 weeks. So if you have to work those days you need to take off work, or find someone to meet them or you will be waiting even longer than 4 weeks just for a diagnosis of the issue. After they finally came 4 weeks later, they found the switch malfunctioned and they needed to order a new mechanical switch. The new switch arrived in 2 weeks and I had to schedule again for them to come up from Orlando to put the new switch in. This was a total of about 7 weeks of the recliner not working. NOW.. 2 months later the recliner doesn't work again! Called Bear's and spoke with manager and was told again that this needs to be an exchange for a new recliner, but recommended that I go ahead and schedule repair just incase. The furniture repair company called and told me again the earliest they could come is 4 weeks out which would be November 1st and my only option was a Tuesday or Wednesday. Reluctantly and very frustrated I went ahead and scheduled the repair. The manager never called me back regarding the exchange for a new recliner. I tried to call and never heard from him again. Today I called the corporate office and explained everything, the person put me on hold to ask the manager how to handle this. The manager didn't even take the time to speak with me, just told the lady I was on the phone with that I needed to try to get the recliner fixed first. I asked to speak with this manager and I conveniently was transferred to a voicemail. Here I am with $1600 recliner that hasn't worked for over 3 months out of the 7 months I have owned it. Bear's has taken NO RESPONSIBILITY in correcting this issue. WORST COSTUMER SERVICE, SHAMEFUL!!! I just want to worn everyone to be very weary buying furniture from Bear's that might need customer service or furniture repair in the future. Once Bear's takes the customers money they do not care about the customer any longer...very...

Really feel the need to post a review to caution others.

We recently purchased a Natuzzi Couch with 2 leather recliners from Baer's at the JAX Town Center. When they delivered the furniture the first time it was previously used and had damage already. We complained and they agreed to send us out another set. When the second set arrived much to our amazement this set was used as well. We complained yet again and this time management got involved. After some scrutiny that we really didn't deserve they agreed that there's some issue going on at the warehouse and agreed to send a third set. When this set showed up it was actually new but was missing hardware so the poor installers didn't have the correct screws to put the legs on securely and the left side of the couch doesn't recline to the same angle as the right side during post install testing.

They stated that they can get the screws and repair the recliner portion and the tech would schedule a date and come with the parts to fix all of this. So they secured the legs as best as they could so we agreed and accepted the furniture. At present, their furniture tech has been out here twice and on both occasions was not able to bring the correct screws to fix the legs. He also did not have the recliner parts on either visit. Last week I took one of the screws up to Ace Hardware, bought the correct screws and finished installing the legs myself. I'm still waiting for the recliner parts to come in and for them to schedule the third return visit for repairs.

So in summary, we purchased the furniture in July of last year and this drama is still going on. There's little sense of urgency or attention to detail from them on completing the final repairs. Any updates on the status we have had to intiate on our own. Baer's has not followed up with us.

One thing that really stood out to me through all of this was when we asked the delivery crew "Is this furniture new?" Their response to us was "Well it's new to us". This shows a systemic problem with Baer's process altogether. Their own employees have to expect this type of issue and have a prepared answer so they don't get blamed for the screw up.

Overall happy with the furniture but still considering contacting AMEX and excercising return options.

Be very careful and observant if you choose to buy...