Walker's Furniture & Mattress Kennewick — Local services in Kennewick

We bought a new couch called Moto Motion in December. It was on back order, and it arrived Valentines Day. It started having problems the first week. Now keep in mind that this couch is a new model that just came out and like any new model, be it cars, electronics, phones, ect, all have kinks that need to be worked out.

No fault on Walkers. In fact, when I called to schedule a technician to come out, they were very accommodating with my work schedule.

This is when we found out that our couch was a brand new thing. The technician was nice, professional, and funny. He explained everything he knew about the couch and how it works, semi fixed the cup holder (it still won't stay shut all the way), he said it looked like it had been damaged during shipping or perhapes even while being built. He couldn't find why our recling part was making noise intermittently but said he would do more research and let us know. I'm still waiting, but I get research on any new thing takes time when done properly.

The ONLY THING I am disappointed about is that since I had to use my warranty before the 3yr mark, I lost my credit in the store. Their policy is that if you have to use it, you lose it. I get that. However, if it is a brand new fully electric unit with sound, heat cool, vibration, lights and so much more and they know that there are going to be potential problems until the kinks are worked out, they should forgo that rule. If it is no fault of our own. I understand if we accidentally mess something up. We love this thing, and I'm very anal about taking care of it. We paid close to $3000.00 for it.

I gave 5☆ because our technician and the lady who scheduled me...

Everything with Walker's started out great, we found the couch we wanted, the salespeople were nice, and we happily made the purchase. Under the recommendation of the salesperson we even purchased a warranty for a company called "Montage Furniture Services" to cover accidental spills, small rips and other issues. She talked it up like it was the greatest warranty that would cover anything including damage from our pets. She also talked about the great build quality of the couch and how it would stand up to the test of time. Unfortunately, no.

When the couch was delivered, everything was good. It looked nice in the living room and was super comfy. After 3 months, we began to notice small tears in the fabric from just basic use. To this we thought: "No big deal! We'll just use our awesome warranty!" We had no idea what was coming...

As the claim process goes, we took a picture from every single angle and included a brief summary of the defect. We sent it off hopefully, 3 months ago, and still haven't heard ANYTHING from the warranty company. We have contacted them multiple times asking for updates yet have heard nothing.

I just don't understand how a great company like Walker's could support such a dishonest warranty company. We wouldn't have purchased it if they hadn't touted it as being amazing.

I am leaving this as a ONE star review because Walker's should have some culpability in regards to this whole process.

Update

Walker's quickly made this right and lit a fire under the other company. All is well now but the fact they are using this company...

Professional, knowledgeable, and easy to deal with in purchasing Flexsteel couch and loveseat. Highly Recommend

First, I would like to commend our salesperson, Megan Foster, she was professional, knowledgeable, and thorough in helping us find the couch and loveseat that we liked. It was one of the best and easiest buying experience I have ever had in 70 years.

The downside to all this was the delivery, I received a call from a gentleman at Walkers furniture, inquiring if I wanted my furniture delivered the next day, I readily agreed, he went on to explain that I would receive a call between 1700hrs and 2100hrs that night with a delivery time. Well that never happened, so the next day I called Walker furniture and was informed by my salesperson that in fact it was scheduled to be delivered that afternoon, they ended up delivering it early, so all turned out well. The delivery team informed me that they had been receiving complaints all morning from other customers stating they also had not received a call the night before. So, the bottom line is I personally hold people accountable for their actions and telling me they are going to do something and don't.

Overall, I highly recommend Walker Furniture and their staff, especially are extremely courteous and professional salesperson she is the epitome of everything a salesperson should be so kudos to her.

Thank you, walker furniture, and especially Megan Foster for a wonderful buying experience, but not so much...