Brown Furniture — Local services in Lebanon

We ordered a La-Z-Boy sectional from Brown's. Our salesperson told us that we'd be looking at 10-12 weeks for delivery. The delivery date slipped multiple times and we heard nothing proactively from Brown's aside from one voicemail from our salesperson that he was on it (he wasn't).

I called the store at least half a dozen times, weeks apart. I emphasized each time that I understand the date is not in their control but I wanted to get proactive updates since by this point we'd been waiting 6+ months for the sectional.

No one at Brown would give me proactive updates. When I called, the system was always down, or they'd call and get back to me.

I was even told a couple of times that it was on the truck to their location. One employee told me to rest assured because she had a furniture piece on "the same truck as mine" so she'd watch the truck and keep me informed. I received no updates from her, either.

Finally I talked to the owner, told him that I was worried this company was going out of business since they have my deposit and no couch to be seen, and no communication either. He refunded my deposit in full, which I appreciate.

He also said that they would still call us once the sectional arrives, because they'll either sell it to us or if we don't want it, it will go on the showroom floor!

That was several months ago and I have not received any calls.

Unfortunately the total lack of communication and follow through seems to be on brand for these folks, at least in my experience.

To be perfectly clear - I am not upset at the delivery date slipping. I know they can't control it. What they can control and I hope they do moving forward is providing even a modicum of customer service...

Where to begin... We started right here and liked the reviews. We read them so we thought we would check it out. Well if you decide to take this one into consideration you will read we didn’t have the same as the rest. We put a deposit down on our furniture June 2018 as of Oct 2018 we were still dealing with it (until today). To make our 4 months experience short. We have had nothing less then a run around including very poor customer service even with the general manager, brand new furniture (La-Z- Boy)broken (just a piece) but that’s why we bought new, no communication from anyone. To wanting to returning it to be told it was a special order (which was never mentioned before) and that we couldn’t. Was even told the new owner would call, because this isn’t how they do business but that didn’t happen.The general manager called today( 10/06/18). Which he has been involved since the broken furniture came in and said he was going to call La-Z- Boy himself to see about getting a new one. Which we never heard back from until today. GM blames the warehouse guy today. It’s been a long 4 months, nothing We were expected for buying our 1st set of new furniture. We fixed our brand new furniture ourself. We would not recommend buying from here, nor will we be giving them...

I write this realizing that ordering furniture is a process, especially in these times of shortages, delays and uncertain staffing. Eleven months ago, I ordered and paid in full for a living room set for my parents. The styles and upholstery fabrics were chosen by my delighted mother; the visit was perfectly pleasant, and, while we were told it may be a few months before the furniture was ready, we were given to understand that we would be updated.

It is now eleven months later. No word; no furniture; no response from any of the Brown' s Furniture management team to repeated requests for information about our order status, after an email and call in December were answered, tersely and testily, with a snappish message about inevitable delays and how stressful this was for them.

This should have been a joyful occasion for my parents. It was to have been their first new living room set. Instead, it has become a new source of tension and worry.

I wrote this only after three more inquiries over the past six weeks have gone unanswered.

Unfortunately, I cannot recommend Brown Furniture. While they cannot control the factors in outsourced furniture- making and upholstering, they can make an effort to communicate with their customers and apprise them of...