Big Sandy Superstore — Local services in Livingston Township

Customer service at Art Van in Gaylord is horrendous. They would get a Zero rating if it were possible. We purchased an outdoor umbrella at the Gaylord store on May 6th. We discussed the umbrella with their sales associate right there in the parking lot where they were on display. We were very clear on which umbrella we wanted and she even assisted us in opening it up to get a better look. She told us that it was the only one in stock so unless we wanted the floor model, we would need to order it and pick it up the following weekend, which we did. When we went to pick it up at the store on May 14th, we verified that the info on the box was the same info on the receipt. Unfortunately, I never verified that the person that entered the order actually ordered the umbrella we were looking at. When we got it home, we opened it up only to find out that it was NOT the same umbrella. This one was a dark green, not the bright green that was on display. I called the store, and explained to Pam, their office manager what had happened. She insisted that it was the umbrella that I ordered and that I would have to bring it back that very same day. It was 4:30 and I had company on the way. I explained to her that we lived 30 miles away and could not come back until the end of the week. She insisted that I must come back that day. Once again, I explained that it was not possible. Then she stated I must come back the very next day or pay a restocking fee. NEVER did she try to say that she would order the correct umbrella for me as in her mind I got what I ordered. Obviously, she thought I was lying. I changed my plans for Sunday and proceeded to go back to the store to return the umbrella. The sales associate at the store was very pleasant and after showing him the umbrella that I received and the umbrella that I actually ordered, he agreed that I received the wrong umbrella. While he wanted to make it right and probably would have ordered the correct umbrella, I explained that due to how we were treated by Pam, I just wanted to return it and never shop at this store again. Obviously, Pam does not know the lifetime value of a customer. She not only lost the sale of this umbrella, she lost any of our future furniture (we were considering looking for a new couch in the near future). Additionally, I will be sure to share my experience with all I know. All she needed to do is allow me until the end of the week to get back to the store and I would have been fine (And I did explain this to her on the phone). If it was the end of the season, and they did not want to be stuck with the inventory, I could understand. However, it is Mid May and we actually had snow flurries today. The season has yet to begin. Please send that woman back to customer...

UPDATE: MUST READ! The furniture was delivered, when we unpacked our new pieces, the recliner did not go together properly. The foot rest didn't close without having to manually pushing it back in, the massager didnt di anything but make an obnoxiously loud buzzing and theheater mechanism was a joke.. It had a terrible lean to it. When I called to see what our options were, the lady I spoke to said she would call a third party to have them come look at our recliner. After setting up the appointment with the gentleman that called, he came out and immediately showed us two parts that were broken. He put in the order to have Big Sandy superstore order the parts. Mind you, this was the first week in February this took place. When I called two weeks later to see what the hold up was, the same lady thst I spoke to said she hadn't heard back from the warehouse. I asked her what we were supposed to do in the meantime and her response was, "I suggest you don't sit in the recliner". Well, it's now June and we still haven't got our furniture fixed. They also don't call you to keep you updated on anything. It's now time to call the BBB.

It wasn't the best experience I've had when shopping for furniture, but it wasn't the worst either. I checked their website before traveling a hour to purchase furniture there. I basically knew exactly what I wanted before getting there. However, the pieces of furniture I wanted were not available until May, which means I would be waiting 4 months. The disturbing part is that the items I wanted to purchase all said in stock and available on their website. I wasn't thrilled about the deception. Needless to say, we finally chose furniture we weren't exactly thrilled about, but what they had available. Now we have to wait 8 days for delivery of our furniture. Then I was kind of taken by surprise that they taxed the $99.99 delivery charge. The associate wasn't exactly helpful, and instead of selling us furniture was more concerned with our budget. When I inquired about the shipping cost, she told us it was $100 fee regardless of how many items we bought. Unless we spent $1400.00 then it would be free. We ended up spending $1377.97 and instead of giving us free shipping for the simple fact that their website is misleading, and we were dollars away from $1400.00, we still got charged. We also paid cash and would have spent more if their website didn't lie. I don't think I would return unless I was desperate...

Awful. I went in and asked Kristin about a couch I previously looked at and she said they don't have it anymore. My husband and I walked through the store to find something else and we found the exact couch. When we told Kristin she said 'oh yea, we don't have that floor model', she said cold and flat. We wanted it badly enough we bought it, and a rug, almost $2,000...not financed or credit but paid in full. We then we're told it would be delivered around the 15th but she put 12/22 on the order. As long as it's before Christmas was my concern. Well I got a call today from Kristin saying it won't come until the end of the month now. When I asked why she said coldly delivery is behind I then asked to speak to the manager and was hung up on. I called back and Justin, the manager, answered. He was offensive from the beginning. When I asked if we could have the floor model he said not possible they need to sell it, but then said the manufacturer doesn't have any. I got the runaround and an "I don't care" attitude from both. I explained again I paid full upfront and have a full house to furnish is there anything you as manager can do, he kept saying "what do you want me to do"? I again said I want the floor model then and told not pissible, how about $100 discount? And Justin repeated he's trying to be nice...lol. Unbelievable attitudes. If I don't have my sectional in the next 2 weeks I'm cancelling my order. Will be contacting Art Van Corporate office on Monday, NOT the 800# Justin gave me that was actually delivery office.

Update: Contacted corporate, and received a call from STORE MANAGER Shelley that I'd get my original delivery date of the 22nd. She was pleasent enough for me to not cancel my order. As long as it's new and has the fabric protection I paid extra for, I'll accept delivery. Turns out when I asked for store manager, the SALES manager, Justin, was who I spoke with.

Update 2, paid over $100 for fabric protection, here's our first spill (took a picture)...soaked up quicker than a drop of water in the sun. Cushions fabric is stretched out and wrinkled, and fabric is pressed down and flat. (This couch has been lightly used since purchase) Never will I EVER buy furniture from...