US FURNITURE — Local services in Manchester

As a kid, my mom would always say to me, " Say nothing if you have nothing good to say." I have habitually followed her advice, that is until now. My wife and I visited the Manchester branch one Saturday evening after after a long day of work for me. Saturday evenings or Sundays are the only times I have to shop. We had visited some other stores but found no full-size beds that we liked for our son. We did find one here, however, and were convinced by the lone sales person in the store to leave a deposit after adding a chest of drawers to the order. We left 3/4 of the total as deposit and were told delivery would be in 2 weeks. I returned to the store 3 nights later after work to drop off the balance on my order. Two weeks passed with no call, no delivery. I went to the store for an update and was told within another week. Within another week, we got our home delivery on a Sunday as we requested. However, the headboard and footboard were correct, but the side rails were incorrect. Also, there was no box spring for the delivered mattress to fit on. The delivery guys left, leaving everything in my son's room incomplete. I immediately went over to the store and explained what had just happened. I was shown a picture of what was allegedly ordered and was told that the bed was supposed to come with different rails that would accommodate slats because of the drawers in the footboard. I was assured that they would have the correct rails sent out and installed with the slats. After more weeks, 5 now in total, the replacement rails were delivered and installed. However, no slats or box spring came. Pissed off, I went to the store and had to become verbally loud as I at this time had become numbed to their excuses and seemingly indifference to our need for my son to have his new bed. To make matters worse, they now told us to come to the store to pick up the slats as they will have the warehouse deliver them to the store. I walked out of the store before I said something I would regret. My wife remained and continued pointless conversation. Long story short, the slats arrived a day later than planned, and after my wife drove to the stored to pick them up the day before. I unboxed the slats and excitedly tried to put them between the rails, but damn of all damns they were wider than the rails assembled by the delivery guys. By this time, my anger is through the roof, I have had enough of this store's shenanigans, promises, and lack of after sales service. They were happy and eager to get my hard earned money but couldn't care less about potential repeat business or referrals, none of which they definitely will never get from me or my family. I WILL NEVER SET FOOT IN THAT PLACE AGAIN. US Furniture does not deserve a single star rating, in my opinion, but I could not post without a rating. BUYERS BE...

Where do I start in this disaster...

First off, the delivery time that was guarteened was completely wrong, it was supposed to be two weeks but I didn't get my sofas for nearly a month. The reason that this happened was because THE STORE MANAGER put in the wrong delivery date. When I called to address the issue he didn't take accountability nor did moving company's scheduling team, they pointing fingers at each other.

Secondly, when they finally arrived at my home. Finally! Even though I had to call out of work to get them delivered since they had to do it on a Tuesday or else I needed to wait another week. The movers damaged my home! My doorframe is torn up; wood chipped off and paint peeled to the point that it will affect my security deposit (I wish I could figure out how to include the pictures to show the damage...). Not to mention that the automan that I brought came in chipped! US Furniture refuses to give me the moving company's number to talk with them about it. I understand that they aren't responsible for any damages done, however, I don't understand why I can't call and complain to the moving company since they are two different entities.

Thirdly, the sofas that I bought were too big to fit the doorway of my home. I needed to pay an extra $250 just to get my furniture into my living room. Only to learn from the nice gentleman--who was recommended by US Furniture--that deconstructed it and rebuilt it that this was a common issue with this set. If this is a common issue, why wasn't I given a fair warning about it before I bought it? I would've decided to buy something else in that case. I tried to talk to the manager about it and even brought up this point to him, only to get sworn at and basically be called a liar to my face.

Last but not least, I tried to call their store and request a corporate number to complain about my horrible experience. They said that they didn't have one, but instead they had a district manager that occasionally came in to check up on things. They took my name and number but I have yet to hear back and it has been nearly a month. Plus, who are we kidding... They'll probably never give it to them.

If you are planning to buy furniture DON'T BUY FROM THEM! It is one headache...

We worked with Mo at US Furniture (Manchester, CT Location)! Mo was very personable and very willing to listen and understand our needs. In anticipation of our first child, we wanted to replace the sofa in our living room so that we could have a brighter and more comfortable space to share snugs and hugs with our little one.

We were looking for something that was durable, stain resistant (anticipating sticky hands[gross]), neutral and oversized (I'm not a small man). Being no stranger to denting/breaking furniture, durability was top on my list. My wife was looking for style and comfort. The couch we settled on was the Ballyton sectional with ottoman.

After the sale, Mo coordinated a speedy delivery...in time for the holidays...and prior to the baby that could have come at any time. We hosted family for Christmas and our new sofa provided an abundance of seating for everyone to lounge comfortably.

The delivery: The crew was punctual, fast, and very considerate or our home (delivery happened during snow), they took the time to place moving blankets on the floors as not to damage them.

With all that being said we worked with US Furniture because it was the best value, the quality was tops, and the service was impeccable. We are those people that shop for best value, spend time scouring and comparing ads (we do our homework).

Thank you again, especially to Mo for facilitating this process and steering us in the right direction. We will definitely return to US Furniture for future...