Green Front Furniture Inc — Local services in Manassas

I come here for the rugs, which I love. They have an excellent selection and great prices. Were it not for their policies on returns and commissions, I would give them five stars.

The rug room is a completely separate part of the store with its own staff, who are awesome. They hustle all day taking down, hanging, and moving very heavy rugs to help customers find the right rug. They really go out of their way to make it easy, and it's a fantastic experience.

Everything changes, though, when it comes time to make the purchase. The guys in the rug room apparently aren't allowed to ring anything up or make a commission. They ask instead if we're working with a salesperson. It confuses me every time they ask. "Aren't you my salesperson?" I respond. Behind their forced smiles I can see that they share my confusion, and we're both frustrated. They tell me I have to have someone in the furniture store ring me up. That's when I have to walk over there and wait in line for a surly furniture salesman with greasy charm to ring me up and presumably make the commission.

They recite their return policy to me, which I despise: You can return for store credit or pay a 15% restocking fee. But here's the thing, you don't know if the rug you like is going to look good in your house until you put it in your house. And 15% doesn't sound like a lot, but when the rug is $2,000, that's 300 bucks! So once you've tried the rug, you're locked in at that price and at Greenfront. If you see something at another store, too bad. If you find something at a lower price at Greenfront, oh well.

But here's why it really boils my blood: I'm a really good customer. I've bought six rugs from Greenfront, and when I point this out and ask them to maybe see the forest for the trees, they talk about how the policy is supposed to deter people from buying a rug to have at a lavish party and then returning it the next day. Dude, let me repeat--I've bought six rugs from you!!! It doesn't matter to...

The customer service is as bad as the reviews suggest. When I arrived the store was virtually empty. I saw sales people, but no one offered to help me. After about 30 minutes, I went to the front desk to inquire about assistance, I was told that I must have "snuck in" which is why a sales person wasn't assigned to me. Insinuation: The lack of service was somehow my fault.

Eventually, I was given a salesperson to work with. After selecting a sectional and fabric, he promised to send me pricing the next day. After waiting 6 days and emailing him, I called the store to see if someone else could help me. The person that answered the phone had a tone that suggested I was bothering her. When I explained the situation I was told that my salesperson has been busy. I understand being busy, but I recall the store was virtually empty when I was there on Sunday and it was now Friday. How busy could he have been all week? I again asked if someone else could help me. I was then transferred to a gentleman that was even nastier than the woman that answered the phone. I was honestly perplexed. I was treated like I ran over their dog. After pointing out that the rudeness was not necessary, the gentleman hung up the phone on me. When I called back, twice, the phone went into voicemail. They clearly have caller ID.

This was by far my most bizarre customer service...

My wife and I stopped in today expecting to spend $10 - 15,000 on an entire living room set. While looking around, our son picked up a small set of decorative boxes on a table that were priced for $89.00. Shortly after, my son told my wife and I that he would like to get them for some of his things. While discussing them, a grey bearded man in a blue vest showed up, rudely took the boxes from my son, and then set them back on the table like they were priceless artifacts in a museum. The manner that this sales associate acted was completely rude and uncalled for. Following that, the staff seemed as if they were "randomly" following us around. Not as if they wanted to make sure we were being taken care of, but making sure that our son didn't touch anything. The entire feel and situation of this place was uncomfortable and infuriating. So we left without buying anything from them. Then we went to another store that we looked at earlier, where we were welcomed (our son included), and purchased everything from them this evening. A little bit of courtesy and personal interaction skills go a long way. After the experience today, my wife and I will never be back to this place and I recommend the same for anyone else reading this. The gentleman in the red sweater was really nice though, thank you! Sadly, the other man already had us fighting the urge to sprint...