Exclusive Furniture - Warehouse — Local services in Missouri City

This is regarding my invoice number 660282623, I placed the order on 26th August,2020 at store# 660 Grand Parkway Richmond for 1 sofa,1 loveseat, 2 accent chairs and 1 dining table to be delivered on 3rd October,2020. My in-store experience was good, sales person showed us what we were looking for, he confirmed the availability of the furniture and we specifically said we wanted it delivered on 3rd October that was the reason we were shopping well in advance so we have everything when we move into our new house. It was all good till 3rd Oct, the day of our delivery I received a call from Exclusive Furniture at around 10:30 am informing me that my living room set and dining table would be delivered within an hour but there was a backorder on the 2 accent chairs and I could either get it delivered on 13th October or cancel the remaining order and get refunded. As I was driving, I couldn’t decide right away what I wanted to do and told them I would get back to them after a couple of hours. Now the nightmare begins, I have been calling since 3rd October 2pm to cancel my order and get my refund and every time I talk to a new person and I explain the same situation to every person I talk with, I have been doing this for a week now I call them during my lunch time around 12 pm and after work around 6pm.I have spoke to Greg,Robert, Amanda, Casey and a few others I don’t remember their names to help resolve the issue that I don’t require the accent chairs anymore. Every day I am told that they have emailed the corporate and they will get back to me by evening but they never do. I spoke to the corporate customer service and they say the store manager has the authority to approve refunds and the store manager tells me that only corporate has the authority to approve refund. This has been going on for a week now, I went to the store today discuss in person but it was of no avail they are saying they can give me store refund but it wasn’t my fault that the chairs weren’t delivered on the day promised. If I had changed my mind and if I was remotely at fault, I could accept store fund but for no mistake of mine, I have paid for chairs which I haven’t been delivered. It’s not my fault for backorder and I don’t have my order delivered when I have paid more than 6 weeks in advance. I am exhausted talking to everyone on the phone and listening to the same response that they have emailed the corporate office and will get back to you in the evening. I have spent more time on the phone trying to resolve this issue than I spend at the store trying to buy the furniture. I want my money refunded as I haven’t got the accent chairs delivered on 3rd October and I didn’t ask for 13th October delivery....

Over the past year, I have spent roughly $12,000 with Exclusive Furniture in Richmond, TX. All purchases have been fine except for my last purchase on 5/26/21. I purchased the Sky Tower bedroom set along with another set. The furniture was delivered on 5/30/21 - at the time, both bedroom sets had a smell, which the delivery person attributed to "newness". While my other set was fine, the Sky Tower smell became worse and worse each day - by the end of the week, the smell was so toxic that you could not enter the bedroom. I called and spoke with someone at the store location, who told me that someone from Corporate would call me by the end of the day. Closer to 4PM, I still had not received a call so I called Corporate directly. I spoke to a young lady and expressed my concerns. She placed me on hold to speak with the warehouse manager - when she came back onto the phone, she told me that "he said that multiple people have complained about that set, and that the furniture just comes in that way". When I asked her what I should do as the furniture smell is unbearable, she told me to call the store and ask for an exchange. I contacted the store, who told me to call my salesperson. When I spoke to my salesperson, she told me I could pick an alternative bedroom set and she would process the exchange through corporate. She told me I could send her via text the info on the set I wanted, which I promptly did.

Fast forward to today (6/9/20), I am now being told that I can either exchange for another Sky Tower set or I would have to pay $189 to have my set picked up and another $189 to have the replacement furniture delivered. This is regardless of the fact that I bought during the Memorial Day sale in which the delivery was free due to their promotion. So I either have to take a chance on a product that ACCORDING TO THE WAREHOUSE MANAGER comes in smelling toxic, or I have to pay two separate delivery fees. Since Spring 2020 I have bought: 2 sofa sets, one coffee table set, one casual dining room set, one formal dining room set, and now 3 bedroom sets. Based on the prices, I certainly don't expect the quality of the products sold to be on the level of a Star Furniture or Gallery Furniture - but basic customer service should not have to be compromised. An employee in corporate admitted that the product is defective, yet there is no remedy. Very sad - I have other rooms to furnish, but this will be my LAST time purchasing with Exclusive Furniture. Not sure if accurate, but I was told by the salesperson that these options were presented to me after consultation with the "Owner"....

This makes me sad. This has been a horrible experience! My sister received a call from a sales rep about a sale. She knew I had been in the market for a bed so we visted the store. I tried several matress and due to having back issues, I knew I didn't want anything hard or too soft. I ordered two pillows, a matress I protecter ( because I was told a small pin size dot on it would void the warranty). I also ordered sheets that I never received, and three bar stools. The matress that I tried at the store was NOT the one that I received! The delivery driver took photos of the bed and sent it to the warehouse manager who told him to leave the bed and matress cover that was stained and they would return tomorrow with a new one. I had to wait five hours before I could try the matress, and to my surprise, it was hard as bricks! I called and texted the rep who called about the sale, no response until I had to point out that he should have the common decency to have someone respond if he is out, or on vacation.

Lewis (manager) called me and I expressed my concerns, he advised " I would need to break the matress in, the matress that I tried had been out there for over a year". I informed him that, that should have been part of their sales pitch. Spoke to Corporate told me I would have to pay full price for rhe new matress I want and delivery fees. I told her that made know since and she corrected herself and said ," I didn't say that, I'll have to see whatt I can do".

Since having such a horrible experience, sharing my experiences with three other family members and friends, they all said that they had a nightmare of an experience with them. Thus far my experience with the delivery driver and warehouse manager has been the only experience where concerns was shown.

At this point, they can just come pickup this bed up that has caused my back pain to return, and it's accessories!

Con artist! No integrity! Buyers beware! Prepaid legal for situations...