Knoxville Wholesale Furniture — Local services in Knoxville

I purchased a breakfast table w/2 chairs, a regular couch, a rug and pad, and a custom made sectional sofa in all totalling about $4000. The following are all facts from my experience at Knoxville Wholesale Furniture on N. Peters Rd. from 10 Nov 2017 thru 1 May 2018 (about 6 months).

I told my sales person, that I have a loft where the regular couch needed to go and it would take more than two delivery people to get the couch in place. When the delivery arrived, only two people came to deliver it. Sure enough, i had to reschedule another delivery day when I had made special arrangements to be home that day. Yes, it took 4 guys to get the couch in place. ‎On the same delivery, my breakfast table arrived. The breakfast table had 3 pieces of slate on top. There were 2 chips in the slate and I decided not to accept the damaged furniture. The chairs that came with the breakfast table were poor quality and made in China. I could see staple spots all over the chairs, which the delivery person said were "worm holes". The money for the breakfast table and chairs was credited to my balance for the custom sectional, instead of being refunded which i would have preferred, but wasn't asked until after they completed the transaction. ‎The sales person said if we made the custom purchase on 10 Nov, which was almost the cut off date, it would be delivered by Christmas. This was a huge factor in deciding to get this sectional made vs going somewhere else. A few days before Christmas, I called them to see when my sectional would be delivered. (They didn't think about calling me to let me know about a delay.) The problem here is that i had to call them a few days before Christmas to find out it wasn't ready. The custom sectional was actually delivered a month after it was supposed to be delivered so I had a living room with nothing to sit on during that time. ‎Finally, the custom sectional was ready, so i set up the delivery for Friday, 26 Jan. I found out Friday morning that the delivery window was 12:30 to 3:30. I had a previously scheduled medical appointment at 1:30 at the VA that i could not miss. My wife had to pick up my kids at 2:30. Instead of working with us on the delivery time, they said they couldn't. There was no possible way they could work with the customer. Yes, I could have scheduled for the following Monday, but I was ready for my sectional and didn't want to wait another few days. I was told that the custom sectional that I was buying was popular and that if I decided that I needed the additional add on, I could purchase it later. After the sectional was in place, I decided to go ahead and purchase the add on to the custom sectional instead of waiting, which was a good decision because guess what? That model was being discontinued! If I had waited I would have ended up with a very expensive incomplete sectional that I would never be completely happy with. Finally time for delivery of the additional add on. The add on section again wasn't ready when I was told it would be and again, no communication to let me know of the delay. Again, delivered several weeks after the original delivery date. I will say that after 6 months from when I made the original purchase, I am happy with the furniture I chose. This is why I am rating two stars. I believe our sales person had good intentions, but missed the mark completely. If I had known this is what I would be dealing with from the start, I would have taken my business elsewhere.

The bottom line... the customer service was awful. I felt there was no communication and in some cases (delivery by Christmas/popular sectional), I was as lied to, to make a sale. I can understand if there is a delay due to fabric not available. That's life and I expect things to happen. What I don't understand is why I was never called or notified during this whole ordeal. This is exactly what happened to me and why I will never go back to this Knoxville Wholesale...

I wish I had read some of the reviews about the delivery process that others left here before I went through Knoxville Wholesale Furniture.

We ordered a bedroom set on 2/4. We ordered a bed frame, 2 night stands, a wide dresser, and a taller dresser. We were told the day we ordered that the 2 nightstands and the wide dresser were definitely available to be delivered 2/16 and that the bed might be able to be delivered that date as well. The bed is also what they keep in stock, so they told us that if it didn't come that date it should be soon after because this is something they regularly stock. The wide dresser wasn't standard to what they keep in stock so we knew that it would be "special ordered" and take several weeks to come in.

2/15 rolls around and we haven't heard back about if we would get a bed frame or not. I wanted to know so we knew if we should take our existing bed frame apart so there was room to put the new one in our bedroom. I called the store and spoke to a manager (Joey) who was able to call the warehouse and told me that there was not a bed frame in stock but they have one scheduled to be delivered 2/19 so they could deliver all the regular order items (bed frame, 2 nightstands, and wide dresser) on 2/20. He said he would call me back if there was a problem but that I was scheduled for 2/20 delivery and no news was good news.

As you can see from the date of this review, it's 2/20. This morning we got up and disassembled our bed frame and someone came to pick up our old dresser and nightstands in anticipation of our delivery. At 2:30pm I hadn't heard anything about what time our delivery would be so I called the store. What I heard is that we're not actually scheduled for delivery today. I spoke to our original salesperson and the "manager of managers" (I think his name was Bob) who said they could deliver 2 nightstands for sure on Friday 2/23 (although we're not available to receive it) but now they're not sure if they have the dresser and the bed will take 4-6 weeks before they'll have one to deliver. No one can explain to me what happened to the bed frame that was supposed to arrive today that could come to my house or what happened to the dresser that they claimed was also coming today.

So here's my recommendation: They have a great floor area. Go look at all the many items they keep in store. If you find a piece you like there, look up that manufacturer and they're happy to provide you with a list of dealers in your area - Knoxville Wholesale Furniture is very likely not the only one selling those pieces. Find those pieces for sale at another company that is not apparently using carrier pigeons and an abacus to schedule and calculate the delivery of your pieces.

For the amount of money we spent there I am shocked that there is no concern, regret, or remorse from the managers about the fact that we have 0 dressers now (by no fault of our own) and will now be sleeping on the floor for weeks as a result.

Edit: They've now rescheduled our delivery to 2/27 and can promise us 1 single nightstand and the rest "won't know what they'll have until they go to pull it on 2/27". I don't understand how we got from most of what we bought being in the warehouse ready for us to one single item...

My sales rep was Lou and I gave him the easiest sale of the month. I walked in and said I want this and to make it happen. All of my issues are coming from their ancient business practices and where the warehouse doesn't care about the quality of the items they build. They have shipped three different beat up pieces of furniture to me. My ask is simple, I want a TV stand that isn't beat up. I ordered it on 11/03/19 with an initial delivery of the next week. It got delivered and after it was delivered I noticed over 10 medium defects with the piece. I called in and they scheduled a repairman to come to my residence and look at it. After I was 5 issues in he said we're just going to replace it. On my second delivery after a week later, they started to lower it off the truck and the delivery driver took one look and refused to deliver it. As he knew the quality was not good and loaded it back on the truck to save me the hassle. On my third delivery, my life ending up getting hectic and I had to cancel delivery midday, that's fine and they were able to reschedule me for another delivery a week later. I wasn't happy about waiting that long but oh well, I was at fault. Now on 12/21/19, they attempted redelivery, I walked downstairs to meet the drivers and they lowered the tv stand. I looked at it and quickly realized it was in worse shape than my current one. I just told them to have the manager contact me A.S.A.P and to take it back as I was refusing delivery. It was at this point I contacted the store and told them to put me in contact with the manager immediately. Within 5 minutes I got a callback and honestly, the manager did absolutely nothing to help assist me with my previous issues. All he could offer was a new delivery after Christmas, then I had to explain to him that it's been 1.5 months since I purchased the piece and I still don't have a valid piece. He continued to deny that he could do it any sooner. Honestly, at this point with the manager refusing to work with me I didn't feel sorry for anyone, I just felt like he doesn't care about me, or the quality of their business. I was just being stomped on because they had my money. The manager even said I was getting a great deal because they charge a $99 missed delivery fee when he said this I was dumbfounded at the audacity this guy had. I told him I never signed any paperwork that said that so if they ever tried to charge it I would refuse to pay it. These kinds of slimy sales tactics are why after this is resolved I will never be doing business with such a horrible company again, no wonder everything is half the price there compared to...