Furniture City — Local services in Montclair

My family and I, went to Furniture City to see if they had any sofas or sectionals for our home on June 25th, 2022. The salespeople were helpful and we decided to purchase a sectional. The total, with tax and $299.00 shipping came to $3,021.81. We were told that the estimated delivery would be between 2-6 weeks.

This is where it went from a great experience to a frustrating one.

When we did get a call in late July to arrange for shipping, they had very limited days available, and with both my wife and I working, none of the days available would work for us. They said they'd call us back to schedule when they had more dates. They never called. My wife called them two times and we were finally able to schedule a delivery date for Friday, August 5th. They couldn't provide times until the night before, so we had to make sure we kept the entire day open. My wife ended up taking a day off to accommodate the date.

They called the night before and said they would deliver the sectional between 11 am to 4 pm. On the date of delivery, we received a call from the driver at 2:42 pm saying they would be at our house in about 15 minutes. Approximately 30 minutes later, they were not at our home, and I tried calling the driver back. It went to a voicemail that couldn't receive messages. I called the store and they put me on hold while attempting to call the driver without success. They said they would attempt to get ahold of them and let me know.

At 3:44 the driver showed up. I opened the door and said "Longest 15 minutes ever" when I to which the guy replies in a snarky tone, "Decided to take, uh, uh little detour." I respond, "Cool, I ran home for no reason." His response was, "Yeah, alright, my bad. Do you want your couches?" I reply that I am on the fence. He stared at me, and I said, "Actually, no. I'm good." This was also captured on video. His disrespect and condescending tone were jaw-dropping. What were they doing for that hour that they had me waiting?

I immediately called the store to let them know what had happened. I also sent them the video as they requested. I told the lady on the phone that I wanted to cancel my order. She put me on hold for over 12 minutes only to come back and say that the manager who needs to cancel it wasn't there but that he would call me the following day to cancel. I ended up getting called the following night, at 8 pm, only to be told they felt awful and had watched the video. They apologized but wouldn't let me cancel the order. I told them I needed to cancel it or I would dispute the charge, which is what I ended up having to do to resolve the issue. I have not heard...

I am happy to refer this furniture store that we recently went to. It has excellent customer service, Miguel, who was the sales associate who assisted my husband and I, is whom we highly recommend. He was very friendly, attentive to our needs and made us feel welcome the moment we walked in. We were under dressed because we were at Home depo first getting things for our home remodeling project and had not planned to go furniture shopping that day, we drove by and decided to stop and look around. He made us feel welcome regardless of our work attire. We told him that we are just looking around so without knowing if we were going to buy or not. he still made us feel welcomed and comfortable, he was super nice, very accessible and approachable. He gave us our space to let us look around said take your time. & answered all our question and concerns with great mannerism and respect. At the same time was cheerful and easy going. He seems to love his job, and that definitely reflects on a person which turns into outstanding sevice to the customers. His manager and the other staff were also great :) we also had the chance to meet them and conversate a bit with them as well. It's a beautiful store with great people. The staff make customers feel at home and important. And yes, we purchased a beautiful bedroom set that we totally love :) we will definitely go back for any other furniture needs and ask for Miguel. I appreciate great business and staff like this in our city.

Sincerely, Natalie...

I bought a sofa and two chairs for over $5,000, with the store promising delivery in 1-2 weeks because the items were in stock.

However, the furniture arrived on December 23rd, and one chair was damaged. I reported the issue to the delivery person and contacted the store's claims department.

They confirmed the defect with manufacturer and agreed to replace it. In January 2025, I asked about the delivery timeline, but the store said they would process the claim. I requested compensation, but the store manager denied any refund for the delays.

Store manager Gus only focused on profit on reselling defective chair to another customer and doubles profit as manufacturer is giving free replacement , he doesn't care about customer delays/issues. I recommend not using this furniture store.

Also I checked with the store claim department to connect with Furniture City customer central office and report manager issues - they said the store manager manages this, and no one above is available...