Bottom Line Up Front: Until Wesley Puckett is no longer at Puckett’s Furniture, don’t make the mistake of doing business with them. They will be your best friend to make a sale, but if you end up needing the expensive extended warranty they’ll sell you, good luck.
In May of 2023, my parents bought a motorized La-Z-Boy sofa, loveseat, and recliner set from Puckett’s. They don’t normally sell that brand, but they were happy to order it for $8000 with a $750 extended warranty. First, they told my parents it would be 6-8 weeks for delivery. It was 16 weeks! Sometime in the spring of 2024, the couch broke. And thus began the catastrophe that is Puckett’s customer service and repair. For months they jerked my parents around telling them that parts had been ordered, only for them to not hear anything for weeks or months. Then when my parents would finally call to find out what was going on, Puckett’s would either say they needed to look at the couch again to order parts, take the couch to the store, or just tell them they were ordering parts again. Seriously, it was insane, multiple times they would tell my parents parts had been ordered just for my parents to find out weeks or months later that it was a lie and nothing had been done. During a call in October, Wesley had the unmitigated gall to tell my mom this was her fault for not buying his preferred (more expensive) brand of furniture, Flex Steele.
Then on November 14th, remember this started in the spring, my dad called to find out what in the world these people were doing. The result of this conversation was that Josh was personally going to come out and figure out a repair plan. This was scheduled for Nov 21st at 9:30 a.m. On the morning of the 21st, my mom received a call at 9:40 a.m. from the repairmen to say that they, not Josh, were on their way to “troubleshoot”. My dad called Josh and then my mom called Wesley who got irritated at the prospect of having to answer for the extreme lack of professionalism he had displayed thus far, and handed the phone off to the salesman Josh to “handle” my mom. Josh then promised that both he and Wesley would come to my parent’s house the following day to discuss the situation. Josh then called the following morning to say he would be there at 3:00, but not Wesley. We sat down with Josh that afternoon and essentially told him that we had lost faith in their ability/willingness to honor their word and their warranty to fix the furniture they sold my parents. Therefore, my parents wanted their money back and told Puckett’s they could come to get the furniture. Josh told my parents that he was allowed to give them 60% of their money back and they could hold on to the furniture for a month so they could get new furniture. My parents took several days to discuss it and ended up countering that they wanted 80%. Josh told them that the highest Puckett’s would go was 75% and they would come get the furniture immediately. When my mom told him they would prefer that Puckett’s just fix the furniture, his response was “Absolutely not, I’m done dealing with this!” Feeling they had no other option; my parents took the garbage offer. All in all, they had the furniture for a little over a year, during which the couch was broken most of the time. Puckett’s jerked them around while never actually ordering any parts. Wesley was horribly unprofessional, dishonest, rude, and downright insulting. By the end, Josh wasn’t much better. Wesley threw poor Josh under the bus when he didn’t want to face my parents after they discovered he had been lying to them. And worst of all, my parents lost over $2000 on furniture that they had for a little over a year. Not only did Puckett’s keep 25% of the money for furniture they never fixed, but they even kept 25% of the worthless $750 extended warranty they sold my parents. So, folks, until Wesley is gone, and Puckett’s is once again run by someone with a shred of integrity, honor, and honesty, my recommendation is to avoid it...
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