McGregors Furniture and Mattress — Local services in Marshalltown

After being a 40-year customer and friend of the family (spent numerous nights at the McGregor house and even had lunch with Grandma at Lincoln Towers), I have never been so disappointed in the product, quality and customer service we have recently experienced. The Grandmother would be very upset if she heard about this experience. What happened to the upscale, quality McGregor’s that once existed?

We purchased a sofa in September of 2024 and have had nothing but trouble with it. Fabric has come loose in some places and now the backing is loose and going flat. The fabric is coming off the footrest and is not repairable at our end.

Through numerous attempts, and after 4 months, we still have not received any resolution that is satisfactory. We almost were at an agreement for replacement, but they demanded an extra $300 plus all delivery charges to be paid by us. Why should we have to pay extra for their poor product and then delivery when this issue is not a fault of ours? The sofa is simply a bad product and McGregor’s have dragged this issue out for 5 months. My gut is telling me that they are trying to drag this out until the warranty runs out. I think I am right.

McGregor’s…it is simple. Replace the faulty product you sold. Honor your commitment to warranties and make a customer happy. We have spent thousands of dollars with you over the years and are you going to let one faulty product ruin our loyalty to you? With the poor customer service, you already lost us as a continued customer…it is understandable why you have closed stores. We ask that you simply replace the product.

UPDATE: Since this review, the current owner, Erin McGregor decided to call me several times. She did finally reach me and demanded that I listened to her, etc. She raised her voice several times with me on the phone and said I had no rights as a customer and needed to listen to her, that they have "gone over and beyond." Claimed that we are harassing their staff, etc. I HAVE NEVER IN MY 45 years of retail operations experienced such horrifc treatment from a company and leadership. She claimed that I was wrong with whom I spent time with in the family. Never in the review I said "your grandmother" or mentioned any names or relation. Assumption on your part is not my fault. You cannot take away my years of growing up around the family who were apart of the business (spent many of times roller blading in the warehouse in Marshalltown). Anyways, enough drama, I guess we learned not to give any more business to McGregor's and highly do not recommend them. It is unfair to us to that you did not honor your warranty and we are left with a poor product. In addittion, I am married! My spouse has every right to be involved in this matter. You cannot request only to speak to me. I allow him the right to be involved. That's the way marriage works, Never again will you have the right to call my personal cell number and yell and rant at me on the phone as you are the retail service provider and I am the customer, if anything that is harrassment of a customer on your part. To top it all off, after her yelling, she hung up during my rebuttle, then attempted to call back. I will not entertain you as a retailer yelling and screaming at me, the customer who did nothing wrong, but to only ask you to honor your warranty and replace your faulty product. Now because of her temper and unprofessionalism, we are out a faulty sofa. Like I said about my gut, it was very correct! Next step, contact the manufacturer and report this poor service, as well as Wells Fargo as they are the financial provider.

UPDATE: Still no resolution from McGregors. Very disappointed in treatment and professionalism. Too bad the reputation has progressed to this. I heard others had the same treatment...

We bought a whole living room set to include a entertainment center, end tables, coffee table, Flexsteel leather reclining sofa and leather recliner. About 2 months after receiving furniture we noticed the end of the sofa (where no one ever sits) and the recliner's leather started showing major discoloration. We knew the furniture was still under manufacturer's warranty and plus we bought the 5 yr extension plan with McGregors. I called and spoke with the manager at the location where we bought everything at and waited for the Service Manager to call us back. He did and asked for pics of the furniture's discoloration of the furniture. He told us he sent pics to the Flexsteel rep and is waiting a response. I kept checking back in with the service manager and it seem that he would never return my call. I was forced to take matters to corportate office where the family member of the whole Mcgregors pretty much called me a liar when she told me the service manager has just spoke to me last week via text. I told her this was not true and I literally looked at my last contact via text with the service manager and it had been at least 6 weeks. When I told her this, she told me "She didnt believe me". Talk about fed up. I mean if their own family members were going to treat me this way, who would want to do business with this type of company?

I called the stores manager who who just happened to be the new manager. When I told her my issue, she had told me, the service manager had told her, this had been resolved already. To her surprise, I then told her it had not and how corporate treated me. I told her I want my money back and they can come pick up their furniture as soon as possible. She ask me to give her one chance to fix this and if she could not, she will pick up the sofa and recliner and give me a full refund. She sounded sincere so I thought, "why not"?

Jade is her name and within 2 days she called me and had the Rep with Flexsteel scheduled to come to our house. At this point we had been going back and forth for over 6 months. When the rep came out to our house, to my surprise he told me it was the 1st he heard of this.

He got back to Jade and Jade contacted me with the option we could go with. We decided to go look at a different style of Flexsteel and decided to go with the top of the line. Told Jade and due to the fact it was quite a bit more, she gave us her price to upgrade to new style.

Our furniture will arrive next Friday on the 18th.

Its amazing how one person can affect the whole reputation of a company and yet only ONE other person can change all the negative dealings of their location.

I will never deal with McGregors corporate office again but I will deal with Jade at the Marshalltown location ONLY !!!

She actually showed me the top customer service and the amount of empathy to our situation and frustration is compared to no other.

Jade turned this whole ordeal around and kept a future...

We purchased a Southern Motion double reclining power sofa from McGregor’s, and within a few months, the fabric began to detach from the backs and seats on both sides. This level of wear and tear should not have occurred under normal usage within such a short period.

After initially leaving a one-star review, the store became more responsive, and we spent four months working with both McGregor’s and the manufacturer, Southern Motion, to resolve the issue. Ultimately, the manufacturer would only agree to repair the damages. To McGregor’s credit, they have now offered store credit for the full purchase price of the sofa, which we appreciate.

However, they are also requesting that we pay a delivery fee for the replacement. Given that the original sofa was defective, we believe it is unreasonable to incur additional costs to receive a properly functioning product. Additionally, we are curious as to what will happen to the defective sofa—will it be repaired and resold?

We would appreciate a resolution that does not place an additional financial burden on us for an issue that was not our fault.

I've never had a business owner call, yell at us over the phone and then hang up. Erin McGregor does not believe in customer satisfaction or doing what is right for the customer. She "ended the relationship" and as usual McGregors is not honoring their commitments on the warranty. I have attached a string of text messages dating back to November when they said they would...