The Furniture Mart — Local services in Maple Grove

We purchased a sofa here on 11/8, and only from here as it was closer to our house. We had seen it at a few other competitors for near the same price, but BeckerMG was close to our house, so we stayed local with our purchase. Worst decision ever.

After reading all these Google Reviews, the reviews of their employees on Glassdoor, and on other review sites, I would've never purchased anything here and have had a very similar experience to what you find online.

We bought the couch on 11/8 with an estimated delivery time of 12/25 (quoted 5-6 weeks by the sales rep). We kept in touch a few times to make sure things were on track. Each time we called prior to 12/25 we were told everything was on schedule. 12/26 I call and all of a sudden our sales rep and the store manager have no clue where the sofa is and tell me that they'll contact me on Friday (3 days later) because they all have the next few days off. I got ahold of a store lead on 12/28 and found out that the shipment had been delayed by the manufacturer until 1/7, which means delivery to the store on 1/15, and delivery to our house who knows when. After being quoted 5-6 weeks, they now admit it'll be 10 weeks before it hits the store, much less my living room.

The sales rep was giving me the runaround, so I called and asked to have the store manager call me back. He turned that into having the sales rep call me back again. So I escalated this over his head to their "roaming store manager" who was total garbage. Mr. Lego spent the 30 minutes we spoke convincing me that I was in the wrong, and that I was under contract and had no recourse against them, and since they were "at the mercy of the vendor" (heard this line about 100 times) that there was nothing they could do.

When I said I was totally fed up with their style of doing business, they offered me free shipping and their crappy Montage protection plan (read the reviews...they send people out, photograph all the stuff they say they cover, call it wear and tear, and don't do anything). I asked for my money back and he again reminded me we were under their terrible contract and I could do nothing.

Do not buy anything from these people unless you can carry it out of the store yourself otherwise they'll hold your money and send you the stuff whenever they feel like it. I expect once my stuff arrives, they'll offer me terrible early morning delivery times as well, in order to keep in line with the already horrendous service they offered.

Never again will I buy from this place. My in-laws had an equally terrible experience that I wish I had been privy to before walking into this place. Never in my life have I been so disrespected during a business transaction.

Best friends until they get your money, punching bag once it's in their bank account. Do yourself a favor and take your money to one of the very near by furniture retailers that actually respect their customers and don't make every excuse in the book to keep the sale on their books.

Update 1.23.17 - After having to move this complaint up the chain a ways at Becker, they did finally offer us a full refund. Not only should we not have had to deal with this poor treatment in the first place, but we shouldn't have had to chase people up the corporate ladder to find someone who would give us the time of day and deal with our poor treatment in a manner that was worthy of someone who has been a patron of your business.

We did take our refund and bought the exact same sofa at another retailer, for the same price, and they've scheduled delivery with us within 10 days of purchase. Our "custom" sofa will be delivered within 20 total days of purchase. This is the type of effort Becker should provide to their clients in order to keep...

We were initially very pleased with the service we received within the store and we’re very excited to get our couch and ottoman. We purchased these in December, and were told the ottoman was on back order and we’d be getting it around March. We were recently told it won’t be coming untill June/July. The couch arrived in January, and the movers bringing it in were extremely rough with it. One guy carried it up the stairs himself and had removed the legs from it. He dropped it in the hallway before bringing the other piece inside, all while another guy unbagged the pillows. As they carried the couch into my living room I noticed the bottom “fabric” was flowing and no longer stapled onto the couch. I kind of ignored it assuming you wouldn’t be able to see it. They put the legs back on, aggressively stripping each one as they did. We were excited for this couch, though disappointed you could see the fabric hanging down. We contacted the store to see if they could send someone to fix it or get a discount or something, and from what I understood is they could send someone out to determine if we could get a discount or we could exchange the couch. We chose to exchange the couch, and this was the worst decision we could have made. The new couch squeaks and creeks so much. So we contacted them again, they sent out some guy who flipped the couch into our coffee table, ripped the bottom off and added some staples and screws to “fix” our brand new couch. The initial squeak in the back went away, but now it squeaks everywhere else. It’s at the point you avoid moving when sitting down just to avoid making noise. Not only does it squeak it also has strings lifting up from the fabric pretty regularly.We’ve tried to contact them to see how we can fix this, as it’s highly disappointing to spend so much money on a couch only for it to sound like it’s falling apart each time we sit on it, but we haven’t been contacted back as far as we’re aware. At this point I honestly wish we had purchased the more expensive couch we really wanted from a different store, because it was the same amount of money we spent with the ottoman that we haven’t even received yet. I have no idea if this is something we can return or exchange or even get our money back and you take it away. We’re highly disappointed and honestly extremely sad we spent so much money on something that is worse quality than a couch from ikea. I avoided making a review until now because I’m upset we haven’t been contacted again. If anyone reads this maybe contact me via my email or cell phone, as we’d like...

Poor Customer Service and Sales Experience!!

I ordered a desk and mattress from here at the end of December 2020. 3 months later and I'm still dealing with issues with my order.

The desk was in stock and scheduled to be delivered on January 6th and I was told I'd be contacted the day before with the delivery window. The 6th came and passed and received no word. I called to inquire of the status and was told the sales person had moved the delivery back two weeks but I was never informed of this change. The customer service representative was able to update the delivery to have it delivered the following week instead.

The desk arrived and one of the legs was damaged so I called customer service yet again. They arranged for a replacement leg to be sent. When the replacement arrived it was not only the wrong color but it was the wrong leg. Contacted customer service yet again and they arranged to have the full desk replaced.

When I purchased the bed, the sales associate told me there was a promotion to receive a gift card with my purchase. I asked if the gift card was store credit or a prepaid gift card and after confirming with her manager, I was assured it was indeed a Visa gift card. When the gift card arrived in the mail it was NOT a Visa gift card but was store credit. Called to see what was going on here and was assured by the sales associate, she would get back to me that day. Two days later still no word and called back and left a message. Two days later and still no update so I called again. A customer service representative told me it was a store credit and there was nothing they could do about it. When I raised that the sales associate shouldn't be telling people wrong they said well there's nothing we can do about it. I can't help but feel like I was misled to make the sale.

It should also be noted that for a company that advertises themselves as having "Minnesota's Guaranteed Lowest Prices" that when researching prices on some of their beds, I was able to find several instances of the same mattress at other furniture stores in Minnesota for several hundred dollars less. When I asked the sales associate about this she just said there was nothing she could do and she'd buy somewhere else too.

Needless to say, the whole experience has been one headache after another and I am very disappointed with the experience. I will be looking elsewhere for my future needs and would recommend you do the same (unless of course you enjoy dealing with one issue...