Smith Village Home Furnishings — Local services in Jacobus

My experience with Smith Village was beyond amazing. I cannot express enough how helpful, knowledgeable, and responsive the staff were.

My fiancé and I had just recently purchased a house and needed a complete set of living room furniture. We first went to Bob’s Discount Furniture. I was told the furniture we ordered would be delivered to my house between noon and 4:00pm. My fiancé made sure to be at our house by 11:30am to let in the delivery people. However the delivery driver called me at 9 AM to say they were pulling into our driveway —this is three hours earlier then when they were supposed to arrive. The delivery driver for Bob’s apparently knocked on the door at 9 AM and because noone was home they left with our furniture. I then called Bob’s and told them to return back to our house and deliver between the hours they were supposed to deliver, i.e, between noon and 4 PM. The company would not do this. Rather, I was told that the furniture was being returned to the warehouse and that I was going to need to wait 3 weeks for the furniture to be redelivered. In the meantime they wanted to CHARGE ME A RESTOCKING FEE DUE TO THEIR MISTAKE!!! I was furious. Thus, I had Bob’s refund me for every penny that I had spent on their furniture. Then next week we went to visit Gardiner Wolf furniture. Gardiner was running a sale at the time. I found a living room set that I really liked and it was on sale. It was roughly $2000 cheaper with the sale price. I asked the staff member if I could get the furniture in a dark brown color but still get the sale price. She confidently said “absolutely!“ We then spent hours in the store picking out the colors of the fabric we wanted for the couch and the pillows that came with. A few hours later we could not find the staff member who had been helping us. She was paged numerous times. Eventually, after looking for her for roughly 45 minutes, she came back and told us that we would NOT be able to purchase the living room set we wanted for the sale price. Instead, the set we wanted was going to be a 2500$ more! After having a terrible experience with Bob’s Discount Furniture it was all I could do to keep my mouth shut and just walk out the door. Again, I was furious!

After these terrible experiences I did not want to go to any more furniture stores. I had reached the point of giving up. About a week after the Gardiner Wolf incident, I received a coupon in the mail for Smith Village. They were running a Holiday sale. Because Smith Village was a local furniture store not far from my house, I thought I would just stop in and see what they had offer. Because of my past experiences, I did not have high hopes.

When I walked in the door, I was immediately greeted by a Smith Village staff member. She asked me what I was looking for. I told the Smith Village staff member that I was looking for a very large dark brown couch (the widest and longest they had), with a matching oversized chair, and matching coffee table. The staff member thought for a moment and said “follow me, I have something in mind that I believe meets your criteria.” I followed the staff member to the back of the store where she showed me the exact couch and oversized chair that I had been looking for! It even had the perfect coffee table sitting right in front of it. The entire Smith Village set was on sale and was cheaper than Gardiner Wolf & Bob’s Discount Furniture! I was elated! It was exactly what I was looking for! Within 15 minutes of walking into the store, I had made my decision and purchased the living room set. It was a FANTASTIC experience! I will be returning TO SMITH VILLAGE in the future for ALL furniture and accessories needs! I cannot think the staff at Smith Village enough!! The delivery was also fantastic! It was right on time! Everyone we dealt with at Smith Village was professional, knowledgeable, and efficient! I would recommend Smith Village to anyone! Their customer service is top of the line! All my needs were met! The only mistake I made was not going to Smith...

So we ordered a sectional in May, was told could be 6-12 weeks because of Covid(understandable), furniture arrived in the beginning of July, the sectional we ordered had 2 recliners 1 on each end, both were to be manual not electric, the delivery guy hands us our pieces off the truck and realizes one of the recliners is electric, so we have 1 electric and 1 manual, fine ok mistakes happen, called them that day and they said they would put the order in to fix the electric one and would take another 6 weeks..Sept 5 after not hearing anything from them, we call them ask about the status, they say OH its been here all week we were going to call you its here, so we load up the piece that is wrong and drive to the store to pick up our correct piece, halfway there they call us back and say, opps they sent them the wrong one again with electric...so they will have to reorder it again, and they again say 6 to 12 weeks, that they can't rush anything, or explain to the manufacturer that they have messed up our order twice now to put our order before everyone else, they offer no compensation of any kind, we speak to managers and no one does anything. We called Nov. 22 to find out the status of our order and again, they say they have no idea when it will arrive, due to "covid" and again offer no compensation or anything for their error for the 3rd time, we will NEVER order or buy anything from this store ever again, they use the covid excuse for their errors 3 times now, very incompetent staff. A sectional we ordered at the beginning of May is still not corrected and its almost December, completely not expectable.

The furniture was bought under my fiancé' name James Barnhart, and our furniture was to arrive Dec 15, (you guys put the order in to fix it the second time Sept. 5...called today and wow shocker...you pushed it back till Jan 8 2021....soo the people who ordered their stuff in sept have it by Christmas, but yet our messed up order from July...well still not here..how is that ok? We STILL won't have our furniture for the holidays...the worst store ever. At this point we are about to bring the whole thing back and demand a refund on...

In August I had an excellent shopping experience at Smith Village, a store that is local and which we have supported various times in the past. I was shopping for a sectional available ASAP for a move in October. We found one we like and we’re informed it was IN STOCK and would arrive in 4-6 weeks (end of September/first week in October).

October 1st I called to check on the status of the shipment since I had not been updated at this point. I was informed it was to load onto the truck on Monday (October 4th) and it would arrive by the end of the week for me to pick it up.

Today, October 6th I had yet to get an update so I once again reached out to check on the status. (I have movers coming Friday so I need to pick the couch up ASAP so it’s ready for the move). And was informed the couch would come in two separate orders!? One would arrive in 4-6 weeks and the second half would be loaded into a truck on 10/30/21 and would take an ADDITIONAL 4-6 weeks to arrive after that.

So my 4-6 week initial wait time has now turned into 3 months to actually get a full couch. And no one had called to update me on the delay. So now I do not have the furniture I need, will miss out on moving it with a reimbursement from the company paying for our move AND I would have to find a way to move 2 separate pieces of a couch on another 2 occasions to my new apartment almost 2 hours away.

The initial customer service representative was less than sincere or apologetic for the situation and after speaking to a manager the resolution was the cancel the order and refund my full purchase amount.

The lack of communication and the amount of miscommunicated information from this whole experience was incredibly frustrating. I never would have ordered the couch if I knew it would take this long. Smith village will not be getting by business again...