Grand Furniture — Local services in Norfolk

I really wanted to give a -10 star rating but the manager saved their case.

We found a bed and dresser that we liked, a mattress a piece of art and a couple lamps we decided to purchase. Our sales associate was okay at first. Then it came time to start talking about our financing options. (I just had surgery so I am on crutches and barely walking)I forget my wallet at home and she insists that we have to run the credit check under my name rather than my wife because my wife had just moved in with me 5 days ago. I tell her no she can do my wife's credit check and see what happens and she starts arguing about how she doesn't want to get yelled at by corporate for this and that and that it would become an inconvenience for her.

She has us come back later that day to bring in a lease with her name and mine to show proof she lives here as well as my info. We come back and she STILL insists that we have to run my credit check because she's just so positive that my wife will not be approved. I say no and make her do my wife's check because her score is a bit better than mine. She enters information completely wrong twice, forcing her to have to restart the application each time. All the mean while she's running back and forth between 2 other customers.(2 other employees not helping anyone).

We submit the credit app and she walks over to help with another customer while we wait for an answer. 50 yards across the store she's yelling to us "I'm still waiting for an answer about your credit check" she says... "I really don't think she will get approved though but I will be back over there when I hear from them" This is all being yelled across the store with other customers sitting right next to her and others walking around. She has extremely poor customer service and customer confidentiality issues it's absurd.

Not only was she wrong about my wife's approval, she was super unprofessional about it. Saying, "Haha Oh wow I cannot believe they actually approved her". This is all happening at about 6:45, store closes at 7. We get ready to pay and she basically forced us out the door and told us to come back Saturday to set up our payments. I had had enough of her at this point so we left and came back to pay.

Majority of the time you buy lamps in pairs right? At least I thought so. I find a set that I like. Price tag description says "Pair lamps" with the price on it. Pair meaning 2 and lamps meaning plural. I grab both lamps to take to the front for them to wrap. Again, our sales rep shows her superstar work ethic and says "oh no, you only get one". I tell her, since when does pair mean 1? She replies with "well customers change tags thinking their funny so this just isn't right" I tell her to look it up and tell me what the system says. So then she says someone entered the numbers wrong and that the computer is wrong and the product was tagged wrong. I get so pissed I just walked away and said let's pay and leave. We left with 1 lamp.

We get ready to talk about our finance options because of cause our sales rep didn't mention anything to us about our options, payment amount or any other critical info that might be important. We get the the cashier and the cashier says our interest rate is 23.9% and I busted out laughing. Our credit is great and should qualify for something well under 10%. The sad thing is that this is their standard interest rate. Awful. I just said the hell with financing and we paid the bill in full right there.

The ONLY reason we came back here two days later to pay for our furniture was because of the manager. Mike was extremely helpful in getting us our prices and assisting with questions our other sales rep could not answer. He called us after we left and explained that the sales people were wrong, the second lamp is ours to pick up and he offered a dish set of our choice for having a hard time with everything. I really appreciate his concern with our issue and handling professionally. Thanks Mike. You saved your store from a review that could have...

A delivery nightmare!! With my wife we went to the store to buy a bed for the empty new house we just rented. We have been assisted by a very nice lady, we found what we wonted and we bought it paying the full amount. The delivery was scheduled for 3 weeks later, on the same day we were entering in the house. The deliver people came as scheduled and started to assemble the bed but they found that all the connection hardware were missing. We called the store and they told us to not accept the delivery and to send back the bed. They also told us a new delivery was going to be scheduled soon. In the mean time, my wife and I slept on the floor. After other many phone calls in the following days and personal visit to the store, the new delivery was scheduled 10 days after the previous one. Again, we waited at home almost all day and finally the delivers arrived with the same bed of before (same gauges) but this time the three connection slats were missing. After many other phone calls to the store we decided to keep the bed, receiving assurance that within two days later we would have received the missing parts. On the day of the new scheduled delivery we waited at home all daylong with no one showing up. We called again several time the store asking about the delivery and we received assurance that it was on the way to our house. Finally, late afternoon, we received a phone call from a lady of the store who told us that the delivery was not anymore possible that day. After 1 month this store has received in advance and used my money, 3 failures in delivery, 2 weeks of sleeping on the floor, many phone calls to the store and many courtesy answers received from its employees with no results, I think that enough is enough! This store does not have a clue about how to manage what they really have in the warehouse, the packing of the furniture set (missing parts and almost no protection wrap on the furniture) and the organization of the delivery to the customer. One starr is even to much for the poor quality of...

DO NOT BUY FROM ANY GRAND OR ASHLEY FURNITURE MART. Unless they have the model you want right then and there to take home do not buy from them. I paid in full for furniture, went to the warehouse, waited for an hour, got sent away because I was LIED to/made a promise to without fact checking about the furniture being ready at the warehouse. I was told that to compensate I would get a free delivery. Three weeks passed and no word at all about delivery. After well over 30+ calls over the course of two or threee days all of which had gone to voicemail or were HUNG UP ON, I had to go in the location to find out they never changed the status from pick up to delivery(so I wasted three weeks for nothing). Delivery was set up for that coming Friday. Friday came and went and it came out that the delivery was never put into the system. The assistant manager set up a delivery for that Sunday but I was tired of waiting so I picked it up myself only to open the box at home and have DAMAGED FURNITURE. I sent an email with pics and they replied saying a replacement would happens ANOTHER week in advance. I waited and called the day of delivery to find out the time. They said it was RESCHEDULED AGAIN to the following day with no notification. The next day I called to find out about a time and they said the FURNITURE WAS DAMAGED AGAIN and I would have to wait until the following Wednesday for the next shipment and hopefully that had some intact furniture. I just want my money back and I am just completely fed up. To have your customer breakdown in tears after nearly two months of getting the run around and playing games is a disastrous failure on the part of the business on every single level. There needs to be some customer service trading as well as equipment operation handling training because this was poorly handled and your workers in the warehouse keep damaging the furniture and causing the business to lose money. Do yourself a favor and wait until the ikea opens up across from the...