Northern Homestore — Local services in North Logan

TL/DR: Bad experience and sales staff can't issue refunds - only the owner can. Don't buy here.

They sold our order out from under us. We downgraded our order to meet the timeline on the condition that it be "wrapped and ready" for us to pick up. We arrived at the arranged time, it was neither wrapped nor ready.

We were told they don't wrap their furniture. We gave three options: 1) wrap it per the arrangement; 2) deliver it in a closed truck; 3) sign a contract with us that says if it gets dirty or damaged in transit that we can bring it back for a refund; 4) cancel the order and refund the entire amount.

They couldn't find anything to wrap it with, said "we never deliver", didn't even entertain the idea of the contract, and said they "couldn't refund the money because the manager/owner isn't in today and no one on the floor can execute the refund.

We asked to speak with the manager but were told "I'm not going to call him on his day off" and that we would have to "wait until Monday to request a refund".

We told them the order was cancelled then called out bank to report the charge as fraudulent. That got the rep. to call the owner (which we later found out was his dad), we explained the problem, he apologized and approved the refund.

Another rep. confirmed the refund amount and went to "call the credit card company to refund it". Then the owner called back contesting the full refund.

We spent who knows how long and are still waiting on the refund...

UPDATE: Despite having previously agreed to the full refund, the owner refused to authorize processing the refund and threatened to "call the police for slandering his employees" (all we had done is explain the problem, offer possible solutions, and ask for a refund). I said "all I need to do is if you're going to give us a full refund - yes or no - and we're out of your hair and on our way".

He made another reference to "slander" and said "the police would be there in about 3 minutes".

Having not gotten a refund - and having nothing that we had paid for - we left, called the police ourselves, and headed to the credit union to have them cancel the charge.

I don't recall when I was ever...

It's disappointing to write this review because just last year when I purchased a sofa from them with the help of the owner I was extremely satisfied with my experience. Unfortunately when I returned to upgrade to a larger sofa my experience was a literal nightmare. I had my heart set on a certain sofa, so I called that morning to confirm they had it in stock. The person I spoke with noted they didn't have it in stock but they did have a showroom version that I would likely be able to purchase, he just needed to check with the owner. Two hours later I've heard nothing, so I call again & speak to a different person who relays the message. FOUR hours later I gave up & just went into the store, the associate that I spoke with & then worked with was obviously frazzled, but finally called the owner who apparently declined to sell the showroom couch. The reasoning I was given was "it's just one of those things" & was offered the option to order it which would take six weeks (somehow longer than if I ordered online & actually had it DELIVERED). Disappointed, I asked if they had anything else in stock that was similar, this associate obviously was not well versed in what was available & the only option he had for me was showing me a horrendous giant blue sofa that "came in different colors" & didn't include the chaise I'd specifically requested. The final nail in the coffin was when we asked for the owners card, we had such a good experience previously, maybe he would be able to help me find the couch of my dreams. Apparently not, the card we were given has only his name & the phone number & address for the store. No email & no ability to leave messages directly for him. So I drove down the street & purchased a similar couch, for cheaper & was given 10x the level of customer service at SMITH'S. Do yourself a favor, if you wanna try it out, call & see if the owner is working, if not, run yourself to the local grocery store, it's guaranteed you'll get WAY better...

[EDIT] - I am amending my rating down to 4 stars because of my recent order being pushed back almost a month and nobody informing me until I called. [End_EDIT] 4.5 Stars - Great place to buy Furniture. Let me start with the cons. Some of the staff are a bit young and untrained on minor details. They also dress in shorts and t-shirts all the time. Many would call this a con, But I don't mind. They ask if you need any assistance and that's that. no hounding or up-selling, Also, They have almost nothing in stock (many furniture stores don't hold an inventory because of the massive space requirements) and the floor models are not for sale (not that I would want the floor model anyway). typically takes about 2-3 weeks to get your furniture (I've ordered three separate occasions). Pros: Their prices really are un-beatable. We have been looking at getting a particular couch from the Logan store (cost: $726) We were recently down in Draper and decided to slide over to the Ashley store down there just to see what they had. I was instantly hounded by a suit and tie that followed me around the store and wouldn't leave us alone. very high pressure. Upon finding the same couch, we were shocked by it's $1099 price tag! (and this was their Memorial day special) He assured me it was a great price and that he could "Possibly" get it down to an even grand. That was when we told him that we were from Logan. He said they got grandfathered in to a different program with Ashley. That's how they have lower prices. He then told us that he "Might" be able to get the sofa down to Logan's price. But we already live in Logan so we told him not to bother. Side note, I hate when people won't give you their best price up front. He made it sound like he would have to call in huge favors to get the couch down to $1000 but after telling him about Logan, all of the sudden he can take another $250...