Grand Home Furnishings — Local services in Martinsburg

I wanted to reach regarding a purchase that was place Veterans Day weekend in November 2019. My purchase order was over $4,000 and included a La-Z-Boy wrap around sofa and a complete bedroom suit (2 night stands, bed frame and headboard, long dresser and tall dresser). On Nov. 30th everything but my bed frame was delivered and I was notified that it was on back order still. Fast forward to January and I get a call that my bed frame was in and was ready for delivery. The morning of delivery I get a call from the delivery drivers, which was January 24th that one of the boxes was empty at the warehouse but everything else was ready for delivery. Later on that day, the delivery drivers show up and delivered everything except that one piece which was a side rail for the bed. As they were leaving I noticed that the one corner of the storage section of bed was damaged and I notified the delivery driver. They told me everything would be taken care of and pieces would be reordered. Two weeks go by and I do not receive a call, so I called the store (Martinsburg, WV). They inform me that they knew nothing about it and nothing had been reordered. So I sent what images I had taken of the damaged part to my sales rep. and she told me that she would take care of everything. March 4th I get ahold of my sales rep. again and she informs me that the pieces had come into the warehouse and were ready for delivery. I set up delivery to be March 7TH. Last weekend the delivery driver show up to my house and unload the piece that was reordered for the damaged section but again the side rail was missing and the delivery driver states that it was not ordered and nothing was at the warehouse. I promptly drive to the store to see what can be done. Meanwhile my bedroom is tore apart because I have pieces of this new bed all over and my mattress is leaning up against the wall. Walking into the store I meet up with my sales rep. to see what we can do so I have a bed to sleep on tonight when I go home. I ask if the bed that we looked at in store was still set up and it was. I ask if I could take the piece off the display bed and take it home to use. The store assistant manager Kim obliges and has one of the in store builders start to disassemble the display bed. As they are disassembling I ask my sales rep. if I could be compensated with a 10% refund to my credit card which I used to buy the furniture. She discussed it with the assistant manager. As we were loading the piece into my vehicle the assistant manager pulls me aside and asks if a reimbursement of the delivery fee would be acceptable. With going on round four of the delivery drivers coming out to my house, I think I have exhausted the delivery fee. I respectfully decline. She then asks about a store gift card. I don’t mean to be rude, but why would I want to buy more furniture from a company who can’t delivery my original furniture. Again, I respectfully decline and state again that I would like to have 10% ($421) of my purchase reimbursed onto my credit card. She tells me that she is not capable of refunding that kind of money and would have to discuss that with the store manager. Fast forward to today, Friday March 13th. I am going four and a half months since I have placed my order and I have been as calm and respectful as I can be for someone who is sleeping with their mattress on the floor. May I also mention that the piece I took home from the store does not fit my bed and they took it back. I have just received a call back from the store and they said the best they can do is refund me my delivery fee ($100) and give me a $200 gift card. Both of which I have specifically stated that I do not want and that my bed part is on order. I am at a loss and very disappointed with...

Don't Waste Your Money on Grand Home's "Warranty"

My experience with Grand Home, despite an initial smooth sale, has been incredibly disappointing. We purchased a king mattress and box spring, along with their 90-day mattress warranty. Our salesperson was great, and the purchase process itself was easy.

However, after only a month and a half, the box springs began to creak excruciatingly loudly. It's not just when you get in or out of bed; even minimal pressure causes a loud, disruptive noise that's audible from the next room.

When I called to inquire about a fix, I was told that the extended warranty I purchased only covers the mattress, not the box spring. While I acknowledge I should have scrutinized every line of the paperwork, it's incredibly frustrating that a warranty designed to cover a sleep system would exclude such a critical component.

This feels like a classic "weasel out" tactic to avoid making things right. My advice to anyone considering a mattress or box spring from Grand Home is to save your money and go to a truly reputable establishment that stands behind all of its products. And absolutely do not pay extra for any of their warranties.

Update 11 August 2025

My initial experience left us quite dissatisfied, leading to a 1-star rating. However, I'm thrilled to update that to a full 5 stars thanks to the outstanding customer service we received from Joe, the store manager.

Joe personally reached out to my wife and me to understand the issues we faced with our defective product. He was extremely professional and genuinely apologized for the service we had received. His proactive approach made all the difference. Within a day of speaking with Joe, he had already created a service request, and technicians were at our home to inspect the product. Once they confirmed it was a manufacturer's defect, Joe quickly arranged for new box springs to be ordered and a delivery date to be set up.

I truly appreciate the professionalism and courtesy Joe displayed in getting our issue resolved so efficiently. It's rare to see such dedication to customer satisfaction, and it completely changed our perception. Thank you, Joe, for turning a negative experience into a...

I am a first time customer of Grand Home Furnishings (GHF) in Martinsburg, West Virginia. We recently purchased a home in Martinsburg and were looking for new furniture. I checked out the quality, selection, prices, and sales policy of three other furniture stores. I decided to purchase my living room furniture from the GHF store, and I am so glad I did!

Rhonda was my sales person, and she was fantastic! She answered my many many questions, thoroughly and patiently. She knew what she had on stock, showed me selections in the catalog, and let me know when sales were coming up. She and the wonderful decorator, Kendra, even came to my house to help me select the right color leather and give me ideas of where to place the furniture. How cool is that!

They had a great selection of leather furniture in all different price ranges. I was able to find the sectional, loveseat, chair, and buffet table I wanted that will stay within my budget and be perfect for my living room space.

Something else that was extremely important to me, that I did not find it in some of the other furniture stores, was their outstanding customer satisfaction policy. I have 30 days from the date of delivery to change my mind and exchange or return any of the in-stock furniture I purchased with no restocking fee. I can’t go wrong with that.

We can’t wait to get our lovely furniture and plan to use Grand Home Furnishings and Rhonda & Kendra to help us furnish the rest...