Price Point Furniture — Local services in Nashville-Davidson

This has to be the most unethical and unprofessional customer service I've ever encountered.

I worked with Austin, who was so kind initially that after shopping around, I decided to come back to Price Point and work directly with him.

A little bit over a month after paying my down payment, I come back in to finish paying for my furniture (as agreed), with the expectation that it would be delivered within the next few days (I'd taken vacation and this nearly $3,000 purchase was my birthday gift to myself). To my surprise, 2/3 rooms of furniture I ordered wasn’t in stock. Without request, Austin later texts me saying that my delivery fee will be refunded because my bed wasn't in stock. He also assured me that he would be in touch regarding my delivery updates.

I allowed the entire week to pass before I texted him back asking for an ETA. He told me that it could be delivered by Monday or Tuesday. After the conversation ended, my takeaway was that delivery would be set up for Tuesday, and that I would get a call to schedule the time on Monday. Monday night arrives, no phone call. I text Austin, and he refers me to call the store. During my phone conversation with the store, I ask, "If my furniture is not delivered by tomorrow, can I have my full refund?" The receptionist responds yes. She also provides the phone number for the warehouse and tells me to call at a certain time to see if my order can be added to the delivery. When I call the next morning, the person I was told to speak with tells me, "The truck has been gone for over an hour. I don't know why they would tell you to call."

I followed up yesterday about my refund, and the kind Austin who sold me my furniture became extremely rude and defensive, not listening or offering an alternate resolution, instead using the opportunity to insult me and my perceived intelligence. He and the other receptionist mentioned that "Autumn" may have been responsible for telling me I could have a full refund. As the receptionist asked me questions, Austin continuously interrupted me. His tone, snarky remarks, and demeanor was so aggressive that I had to step back away from him, and voiced "I don't want to continue with this conversation." He continued, and throughout the conversation he said things like "You didn't expect that, did you?" "We can't ship something we don't have in stock." "I'll call the manager for you right now. Do you want his number?" (without me requesting his info) "This is almost $3,000, and there's a 20% restocking fee so..." When the receptionist placed a copy of my receipt on the counter for me, as I reached for it, Austin grabbed it, and asked "Do you want me to tell you how this is going to go?" I responded, "No, I can read, and clearly your verbal contracts mean nothing here." He stated, "Oh well it's not on this paper so [insert shoulder shrug]." Then walked off, and immediately called someone on his cell phone.

Per the receptionist's suggestion. I go in today thinking that surely the manager Jason will have stronger customer service. I introduced myself with a smile, and Jason immediately jumps in, "Yeah, well the paper states, 'No refunds.' I've tried calling you I believe on the Wednesday or Saturday to schedule your delivery, Austin tried calling you, the girls tried calling you.” Then contradicted himself by saying, “I only have one girl that works here, and I know that no one would tell you that you could have a refund." I asked for dates that they tried to contact me, he couldn't give me any. I told him that I didn't receive the calls or any voicemails trying to confirm my delivery. He argued that they tried calling me before I brought my final payment in, and that I was the reason for the delay and it was my fault the furniture wasn't delivered when expected. He never offered another resolution. Never apologized. Never acknowledged the issue. In fact, he stuck with the conveniently fluid 'No Refund' policy, and never even tried to redirect the conversation to ask what dates worked best to have my paid off...

I cannot express this enough.. RUN the opposite direction from this place. Let me have the pleasure of telling you why..

11/5/23 - we came by to look at sofa sets. We settled on a very expensive sofa set that was electric reclining and had USB ports. We gave the salesperson our room measurements and he assured us that all items would fit (3 seater, 2 seater, recliner). We pay, set up a delivery date, and move on with our life. They deliver the items, and come to find out, not all of them fit. In fact, the entire recliner won’t fit inside the room. Even though it was never even placed inside the home, they claim we couldn’t get a refund on it. Ridiculous, but whatever. They gave us a credit for the amount and we went on our way. We ended up using the credit on a bedroom suit that we had quite literally nothing but issues with but that’s for a different review.

Fast forward to December 2024. The loveseat starts malfunctioning. It doesn’t recline, nor do the USB ports work. I call on 1/2/25 to submit a service request. They tell me I should hear from the service department within 3 days. I didn’t. I call back 7 days later and they say they will expedite it through and I should hear back within 24 hours. I didn’t. I eventually go up to the store on 1/17/25 and it was the same thing “I’ll put my name (manager) on it and they’ll reach out within the next 24 hours”. You guessed it - they didn’t. I call again on 1/26 just to be told the manager isn’t in and “he will call you as soon as he comes in”. Guess what? He never called. I called back that evening and was told “oh it looks like he has initiated an exchange but we don’t have any of those in stock so you’ll have to wait about a month”.

No call from the manager. No call from anyone ever! This place is such trash, and it’s ran by fraternity brothers that don’t know their rear end from their heads. Now we have a completely useless couch for the next at minimum - month - in hopes that they actually show up. If they don’t, I’ll just bring the couch there myself and see...

5 star quality/priced furniture. 1 star for customer service. I’m sad to leave a 1 star review. I wish It could have been 5 star.

I purchased a couch from them about a month ago the salesman was really nice, super helpful and made the process super easy. My boyfriend borrowed a trailer and picked it up from their warehouse so we didn’t have to pay a delivery fee. When we brought the couch home and unwrapped it in the layers of plastic it was in we found several large stains on the couch. I contacted the company and they said no problem, text this number the pictures and will get it taken care of. They ended up saying they will just replace the entire couch and I can either pick it up from their warehouse and swap out the couches or they can deliver it and swap out the couches on the delivery truck with a $150 delivery fee. Well since I already spent thousands of dollars on this couch extra hundreds of dollars on a 5 year warranty and time to borrow a trailer and go pick it up I didn’t feel it was my duty to have to do that all again. I asked if they could waive the delivery fee and have it delivered. Whoever I was speaking to was in able to offer me that and said to call back and ask for a manager. So for the past four weeks I probably called them 3 to 4 times a week asking for a manager which never seems to be on duty when I call and if I ask them to call me back I never get a callback. I finally went into the store in person to see if they could help me face-to-face. I waited for 20 Minutes at the store and same response whoever was at the front desk was unable to help me and their manager was not on duty. After wanting to pull my teeth out about this I finally was able to speak to a manager who said they just couldn’t do anything for me. As a family owned company I’m a little upset that $150 is what got in the way of providing me with excellent service. Will no longer be purchasing from...