Ivy Interiors — Local services in Millcreek

My wife and I found a kitchen table and chairs that we wanted to purchase. After an in-home visit and selecting the finishes we were given a quote over the phone which my wife and I discussed and after another call to get some clarifications that it was the final price, including taxes we gave them a credit card down payment. Nothing unusual as we'd been through this process before with other vendors. As the finalization was done over the phone we don't have any paperwork.

Shortly thereafter the salesperson left the company and we were told the set would arrive a few weeks later than expected and the price had gone up a couple hundred dollars due to the higher end finish. My wife reiterated that we'd been given a quote and insisted they honor the price. It seemed like we were done at that point and just waiting on the pieces.

We were informed the pieces arrived yesterday. However, they're now claiming that the quote didn't include sales tax (several hundred dollars) and they want a $75 delivery fee. My wife spoke with the owner who wouldn't budge.

At this point I'm planning to contact my credit union and reverse the down payment charge and we'll never work with these folks again. It's unfortunate as we have a living room, family room, dining room, & master bedroom to refurnish. They've lost our business.

So, make sure you get everything in writing. Don't trust any verbal agreements. Make sure the agreement includes delivery ($75 is outrageous for delivery, nearly twice what we've paid for other deliveries).

To contrast this experience, we had another company order a sectional for us. We had a rep come out to see if it'd fit down the stairs to the basement. Everyone thought it would fit, but when it arrived, we found we couldn't make the turn into the basement stairs. So they had the unit disassembled, redelivered and reassembled and covered the cost. When the unit got into the basement we realized they had reversed the sectional when they placed the order. The owner worked with us and offered to let us keep the unit and see if we liked it in the reversed configuration and offered a discount for the inconvenience as well. The owner also offered to let us keep the unit while another was ordered and built (and with the implicit disassembly/reassembly of the units to get in/out of...

I'd like to preface this by stressing that we believe the importance of not occupying a salesperson's time until we have found something we are actually interested in purchasing. We went into Ivy and looked around before bothering a salesperson. When we had picked out the furniture we wanted a little more info on, Holly Soter seemed less than thrilled to be assisting us and frankly made me feel like we were a complete "bother" to her. We needed measurements on some items and I also wanted to know the manufacturer (pretty minor requests as a consumer). She helped us for maybe 10 minutes and upon showing her the last piece we needed measurements on, she told us to hold on and she disappeared. I went to the front to figure out what had happened and I saw her talking to a different set of customers. I waited at the front and she HANDED me a measuring tape and told me I could go measure! After I finished doing HER JOB, I set the measuring tape down and waited while she kindly helped another couple (she was sure to let them know when to come in for the best sales and she said she would make sure they got the best price possible). I politely asked for the manufacturer of the piece of furniture I had just measured and she said "I don't know". I said "okay, well is that something you could figure out?" and another woman stepped in and kindly asked if she could get my name and number and call me after she has the answer to my question. I sure wasn't being a difficult customer and was very respectful of her time. Needless to say, I will be looking elsewhere to purchase the furniture I was going to purchase from Ivy. If I hear back from the woman who said she would call me back, we may purchase from her. Terrible way to do business and if I were HOLLY, I'd be ashamed of my customer...

We purchased a new bed from Ivy Interiors. We were told that our bed was in the warehouse and would be delivered when we were ready as we were renovating the master bed room.. When we were ready for delivery we called to schedule and were assured that the product was still in the warehouse and would be delivered on Friday. When it was delivered we asked the delivery folks if they picked the product up at the warehouse and they reluctantly told us they did. When we had some time to look it over it was apparent that it was the floor model. When we've inquired as to why, we've been met with excuses and defensiveness. We were lied to at least three times during this process. We will never do business again with a company that promotes lying...