Ivan Smith Furniture — Local services in Longview

I purchased/financed a couch here in March from Mary Lou- I struggled with her because she likes to do all the talking, but she was knowledgeable, I will give her that. Still, it wasn't a pleasant experience to start with. I purchased a dual recliner with console. Very shortly afterward, I noticed that where my feet rest on the recliner was discolored. So I called and asked for how to clean the couch, since no fabric instructions were included up on delivery, nor in box. The rep I spoke with (nice lady, not Mary Lou) said that it sounded like it was a defect and set up for service to come inspect. The service person did that, concurred that it appeared defective and they would get back to me after contacting manufacturer. After several follow ups on my part, they finally said that they couldn't replace the couch, so they would have to exchange it- but of course they didn't have anything that was comparable without extra expense on my part (recliners with no console, lesser fabrics, etc). I didn't want to spend more, so it was negotiated with Mary Lou that I would receive a $200.00 discount off the financed price of the couch if I paid it off that day.. I said I would but I wanted the paid receipt. I was told it would be sent later that day. I paid the rest of the amount owed on the couch ($356.72) and now, nine days later and numerous calls, they refuse to give me my paid receipt. The discussion and payment happened in the morning, I called late afternoon and was sent a receipt showing I still owed the money (so they didn't take off the 200.00 agreed on) I brought this to their attention and they then said Mary Lou would have to take care of it, and she was gone. I called back the next day and Mary Lou said my manager will have to take care of it, and he is gone..but i'll make a note of it. The next day it was...he's on vacation, he'll be back Tues. Tues came and went, and I called today, and Mary Lou's story today is "i'm just a salesperson" I can't do it...and any objection that I made was talked over, and I was not allowed to get word in edge wise. I called to corporate, and was told that they don't have a customer service complaint department. These people are the worst kinds of sales people; I have been in sales my entire life- I have worked for furniture stores, car lots, printer sales and shutters...some of the hardest products to sell. Ivan Smith employs the kind of practices and people that give the profession a stigma for being sharks. Be aware of what you are in for should a...

We went to Ivan Smith in Longview at the encouragement of several friends and family. This was our first time purchasing brand new furniture, so not only were we excited, we were prepared for possibly hours of shopping. Instead, we ended up picking out our pieces within 15 minutes! Our salesperson was very nice but rushed us through the selection process. We literally were lead to pieces instead of looking through the store. We could have spoken up and taken our time but we put our faith in the salesperson (they were recommended to us). When we were done picking out our pieces we were lead to check out. I'm sure the check out girls are very knowledgeable and nice but they lack professionalism. One acts put out if she needs to take any extra steps to clarify a transaction. The other's accent is so thick, it's hard to understand her and she mumbles horribly so when she called to confirm, we struggled confirming our order. We had our pieces delivered (an expensive option). The deliveries only come from Shreveport, Louisiana. The delivery men were very nice. One was extremely knowledgeable of their products. He was able to offer tips for caring for the items we purchased. He also mentioned it is not uncommon for the wood pieces to be scratched up in delivery. Overall, our experience was okay. We just expected to have a wonderful experience after spending thousands of dollars at Ivan Smith. We may purchase from them again. But, we don't know that we will be referring...

Me wife and I came in about a month ago to purchase a mattress. We ended up picking one out and then got it home and realized that it wasn't as comfortable as we were expecting. No big issue we thought, we'll just return/exchange it with another one. Their website says nothing about not being able to return mattresses only covers and pillows etc.... I'm shocked that a $1,200 mattress doesn't come with a 90 day or at least a 30 day return.

Either way, I called to discuss it with them days ago and the woman on the phone told me that I would need to speak to the salesperson and that she would be calling me back within 24 hours. 3 days later I tried calling again no answer. So then I just went up there and spoke with her in person and she told me she was never told about my phone call but then halfway through the conversation she then tells me there was a note to call me... Confusing. But no issue.

She then tells me that it's illegal to return mattresses yet certain mattresses apparently are okay but not mine...

This will probably be the last time I shop at Ivan Smith. I've been a customer over the years and I've never had an issue but this is a ridiculous / irritating issue that should have been handled differently. We probably would have ended up spending more money than we originally had on a better mattress which would have been more money in the pocket of the business but instead they are left with two if not more irritated customers who now will probably...