Carol House Furniture — Local services in Maryland Heights

Updated from 3 star to 5 star on 9/20/22.

OK, so Brian from Carol House Service came this morning and replaced the parts on our recliner and it now works just like new. Thanks to Carol House for standing behind the product even though they were under no obligation to do so. That's Very good business practice! Not too many places around that have those business ethics anymore. If they have a JD Powers award for an appropriate retail category to Carol House's business I'd be happy to write up a recommendation letter. I will continue to be a customer of theirs and will certainly encourage my friends and family to do so!

Updated from original review: House (CH) is the most responsive business I've dealt with in a very long time! I got a call from CH within 17 hours of posting a Google Review regarding our problems with the extended warranty provider for the furniture we purchased from CH. Once on extended warranty, it really wasn't a CH responsibility to fix our recliner, it was the warranty provider. That said though, CH is going to pick up the repair labor cost and get our furniture fixed on 9/20/22, vs the November date the warranty provider had set. CH also mentioned giving us a gift certificate to cover the cost of this warranty as an apology for the aggravation we have experienced thus far with the warranty provider. I'll update this post as things progress, but it's amazing to me to see an owner of a company takes the time to make sure his company is taking care of his customers, in every way. Thx Brook!

We have been buying furniture at Carol House since June, 2006. We purchased 2 ARLO (Flexsteel) recliner rockers and two 3 seat recliner sofas and the ($249) extended warranty in April of 2021 from Carol House in Valley Park MO. Salesperson was great, delivery was as promised. However, one of the recliner rockers quit reclining and required service within the first few months. No problem, Carol House service fixed it within a few weeks (supply chain part order issue), a reasonable amount of time.

The other rocker recliner broke down a little over a year later in May this year. The extended warranty Carol House offered to us is through an outfit called Montage. Working with Montage to get this recliner fixed had been a joke and a learning experience about warranty tricks. One trick is called "one off". What that means is that if they replace a part on the warranted item and that same part breaks again during warranty period they are not obligated to buy another replacement part.

Our Montage claim was filed on 5/31/22, but service to fix it is scheduled for 11/1/22 ( 153 days later). We hope this will fix the problem. It took a month from filing a claim to get the first service call appointment. Then, the service man couldn't find Innsbrook resort on outskirts of St. Louis MO. He called for directions but said his cell phone was dying and and couldn't stay on the line to get them. Rescheduled a couple weeks later and after service call says it needs parts. Now he can't order parts, they must go through Montage. So he files a report. A couple weeks later I don't hear anything so I contact Montage by phone (get ready to wait). After a few people transfers I was told Montage had gone back to Carol House (CH) to see if CH would pay for the part and were waiting on CH response. Then they determined Montage was responsible for buying it and placed a Purchase Order for it to be delivered to me. No information on when part would arrive, just notify them when I got it. Part showed up 9/7/22. I contact Montage through their website and phone. Montage then contacts a service provider, AHM Furniture repair, to contact me. AHM sends me a text advising earliest availability for service in my area is 11/1/22. I contact AHM to try and get an earlier service call and am told they only come this way once month and October is already booked up. Very...

My husband and I shopped the Memorial Day sale to pick out furniture for our new home. We were closing on our home 6/30 and figured this would give us time to pick out some pieces and arrange delivery. A couple of the items we selected were in stock (a couch and a kitchen table). The other items were custom chairs (to match the kitchen table) which we were advised typically takes 8-10 weeks and possibly longer due to COVID-19. We proceeded to place our order that day and paid for everything. On June 18th I called for an update on the kitchen chairs. If it was going to be longer than the 8-10 weeks, I was considering having at least the couch delivered on 6/30 so we would have a place to sit. At that time I was told that my chairs had never been ordered because they had been discontinued. And that I would need to come in and start the process of selecting new chairs over again.. I was extremely frustrated mostly due to the fact that I had to call for an update only to find out that my items were not ordered. If I had not called, how long would it had taken for them to realize these chairs had not been ordered?? Very poor customer service and a lack of organization on their part.

My husband and I came in that evening (after arranging a sitter for our baby) and had to shop for chairs for the second time. The kitchen table we had selected was a very unique finish and hard to match. We spent a good amount of time trying to find something to work-- but ultimately felt like we were settling. We had decided to get a full refund for the chairs and table. Before finalizing the transaction, our sales rep took us to a more expensive option and we ended up finding a (almost) perfect match. Although we were frustrated, we did feel like Carol House fixed the fiasco. We left feeling satisfied. On June 22nd we finalized the order of the new chairs and arranged for our in-stock items to be delivered to our new home the day after we moved in so that we would have some furniture. We were advised that the new chairs would take 8-10 weeks to be ordered and would be delivered to us. We would only be responsible for a $50 delivery fee. Fast Forward -- On August 10th I called Carol House to get an update (it was 7 weeks since ordering them on June 22nd)-- we have not had kitchen chairs since moving into our home). I was hopeful they would have an update. I was transferred to 4 different people. Noone I spoke with could even find this order in the system. Corey handles the custom orders- he found nothing in their system reflecting these chairs. He promised a call back the next day as our original sales rep and the manager were out that day. 2 days later we received a call back indicating that "COVID 19 caused a delay in our order and that it would be another 8-10 for our order of chairs".. I find it extremely coincidental that I spoke with 4 people and none of them could find our order in the system; custom orders take 8-10 weeks and that just so happens to be the exact amount of time our order has been delayed. I'm not a genius.. but it sounds like our order was never fully placed on June 22nd. And that Carol House dropped the ball for the 2nd time.

Over the last 2 years we have purchased all of our of our furniture from Carol House. I have to say that I will never be returning to this store. It's extremely disappointing the low quality of service they provide considering the quality of...

This is by far the rudest business we have ever encountered. If you have an issue with your purchase it's always your fault. Take the time to read through their responses. It's always you did this or that. Then they had the audacity to accuse us of not only abusing our furniture, but our vehicle and other belongings. I'm very ocd and take excellent care of my belongings. Nicole in customer service is very rude. I did not appreciate the way she spoke to me. Folks please take this review seriously. You will thank me later. Unless you enjoy being lied to and thing accused of being a trashy person. Said they sent the technician twice when they didn't have to. He did nothing the second visit. Literally told me I'm sitting in the recliners wrong. And this is all on video along with the conversation. Because we have cameras in our house. I will be pursuing this. We are not going to allow Carol House to accuse us of things they know nothing about. Update 12/5203 This is regarding your response. We did have 1 issues at another furniture store. It was handled with professionalism unlike your business. We left on very good terms. We have also bought from Rothman 12yrs ago. Never had an issue and still have the dining and bedroom set. Also purchased from multiple other furniture companies with no issues. We can't believe you guys wouldn't help us with this issue. But it is very apparent your profits are more important than your customers. And we don't need to be advised not to shop at your business. After this experience we have no desire to ever step foot in Carol House ever again. I would never say someone is trashy and doesn't take care of there stuff on social media. That was a very childish and immature response. That's why I deleted that review. That was not right to put that. And I saved it for future reference. Also your review is slander. Just because your upset with our complaint no other furniture store should sell to us. Your business is the only one we couldn't get a resolution to our issues as far as furniture goes. So now we should be banned from buying furniture. 🙄 Makes no sense. Not once did Brook ever try to step in and resolve this situation. I asked to speak with the owner and was informed By Nicole in customer she was basically the final decision. Our couch from Ashley furniture was 6yrs old and resold it to a family. They were very pleased with it. So I'm not sure why other furniture stores should beware for Carol House not handling claims correctly. Once again your defense is to bash and slander the customer. This is a very inappropriate way to do business to me. But let people read this and other reviews and make the decision...