Furniture World NW — Local services in Lakewood

Extremely Disappointed with Management Customer Service and Misleading Sales Practices

I recently purchased a $600+ TV stand from this store, with the specific intent of avoiding the hassle of assembly. I explained to Amber, who claimed to be the store manager, that I chose to buy from a furniture store—rather than ordering the same item for around $250 on Amazon—because I wanted it pre-assembled. She reassured me the item would be assembled in their warehouse, though it was on backorder and would take 2–3 weeks.

I even asked if I could purchase the floor model (which had some imperfections) at a discount but was told they do not sell floor models. I completed the sale with an amazing sales associate named Brandy, who was knowledgeable, professional, and pleasant. We also discussed the $130 delivery fee—despite the fact that I live less than 3 minutes from the store. Brandy kindly let me know that I had the option to pick it up myself or decide on delivery later if needed.

Two weeks later, I received a call that the item was ready for pickup. When I called back, I once again spoke to Amber and reiterated that the delivery fee was excessive considering the proximity of my home. Amber’s tone was curt, and she coldly said, “Well, I’m the store manager, and the fee I’m going to charge is a hard $130.”

I secured my own delivery service for less. However, to my surprise and frustration, the item arrived completely unassembled—contrary to what had been previously discussed. I called the store, and again, Amber answered. I calmly explained the situation, and her response was, “You sound really excited. I’m not receptive to that, so you need to bring that down a couple of notches.” She was clearly agitated, dismissive, and spoke to me in a condescending tone.

Amber then claimed that for the item to have been assembled, I would’ve had to pay an additional $40—a fee that was never mentioned to me. When I reminded her of our earlier conversation where I expressed my reason for purchasing from the store was to avoid self-assembly, she shifted blame to me and acted as though I had misunderstood, despite having made my expectations very clear from the start.

Her only “solution” was for me to return the item to the store (on my own dime) so they could assemble it. I would’ve had to pay someone again to transport it. When I asked for a refund, Amber smugly told me that “all sales are final.” When I asked who her supervisor was, she refused to give me any contact information and stated, “I’m my own manager. I pay my own bills, and who they are is my business.” I informed her that I was documenting our conversation. She stated in a harsh tone “Well, you are welcome to write whatever you want to write. Anyone else would tell you the same thing!” She went on to continue her belligerence.

At that point, I ended the call. It was the most unprofessional and frustrating customer service experience I’ve ever had with a furniture store. I’ve purchased from two other stores in Pierce County recently and had seamless, positive experiences, including complimentary assembly and reasonable delivery costs. I had hoped to support a local business, but this experience was anything but supportive in return.

Unless Brandy is the one helping you, I suggest you take your business elsewhere. Amber lacks basic customer service skills and the professionalism expected of a manager. Rude, dismissive, and unaccountable—she is a liability to this business. If this is how the store handles customers, it won’t be around long.

Save yourself the time, money, and frustration—shop...

I've bought furniture from here twice now, the first time was a great experience, no issues at all. The second time I ordered a table on March 29th, was told in store with another person who can verify this that the table would be delivered in 2-3 weeks. I called today on April 3rd, about two weeks from when I ordered the table, to check in on it and was told that it would not be delivered until the end of the month and that the associate who helped me had "definitely read it correct" when I ordered that the table would be delivered at the end of the month. Basically telling me that I had understood the information he told me wrong, even though I was with another person who can verify what I was told. Very frustrating. Like I said, the first time I went was great, they had good customer service, the prices are very reasonable, and there was no issues. Be aware that if something has to be ordered in that it may take significantly longer to arrive than you...

There was one sale staff that works there she was completely rude and wouldn’t explained to me why I would have to wait 3 weeks to get furniture. She told me it was the same wait time everywhere else and she rudely told me as I was walking out that she was going to wait for me to come back trying to to rub it in my face that I wouldn’t find nothing better or faster when in fact I did I went to “mor” furniture store and they were friendly and instead of waiting 3 weeks I’m getting my furniture in my house on Thursday! I would recommend to just stay away from this place...