Talsma Furniture — Local services in Olive Township

I had an outstanding experience with this store. Its website does not begin to do it justice.

Due to two catastrophic losses in Ohio after toxic exposures, I had recently moved back to Michigan. I had after lost everything and then recently had an unfortunate experience buying a replacement couch. So was dreading having another 8 to 12 week wait required to order what I wanted. So I walked into the store not expecting even to find anything suitable. This, because I wanted a washable slipcovered couch which isn't a standard item carried by all stores much less in the more modern look I prefer. But there it was, right inside the door! , Amazingly also, in the exact style , size and color I had wanted and of good quality. But it required an 8 to 12 week wait for a special order . As I had been living with barely more than an inexpensive hard chair and bed for more than 3 months, I was disappointed and planning to move on to find something else. This, even though the couch was even better than what I had thought I wanted . However, once the salesperson understood the situation, she offered that perhaps the store would be willing to loan me something during the time I waited for the order to come in. I had never heard of such a thing. So while she was trying to see if this would be possible, I wandered around the store and discovered many beautiful things and another suitable item that could be obtained within 2 weeks. Then, she went a step further and found one that had been reserved for another client who didn't want delivery for another month so was able to swap it for what I would have had to wait for though only two weeks.

Though not many are in my situation, I thought it extraordinary that the store would make such an offer and on that alone would have wanted to continue to work with them as I began replacing furniture. But after wandering around the store, realized they had many beautiful and interesting items, at moderate prices and of good quality. I had visited their website several times and had no idea how nice this store was. I would recommend it to anyone even had the staff not shown extraordinary heart.

Finally, although this would not be relevant to most people, it shows how this store goes the extra mile and then some. So I will add it to give credit where credit is due. The losses sustained in Ohio were as a result of toxic exposures that made me permanently chemically sensitive. As this is an emerging problem, not many furniture stores or any retail establishments I've come across so far understand it. In fact, none had over the two and a half years I've had this. But those who have had toxic exposures become chemically sensitive, cannot buy most items and must find natural fabrics and eco-friendly products that will neither emit nor attract chemicals. It is akin to being on a permanent clothing and furniture diet . Amazingly, both the sales person and a manager knew about the condition as they had had other clients so affected. They had researched it extensively and knew what to recommend. This is the only retail establishment I've come across since this happened that understood the stringent requirements it imposes, much less, could steer me in the right direction.

They could easily have relied on their quality offerings , beautiful selection and reasonable prices without having to go the extra mile to understand a rare condition and then find products that would accommodate it. But they did. If there were such a thing, I would recommend them for a disability accommodation award as they deserve to be commended for this. As well of course for their friendly helpful staff, selections of moderately priced furniture and decor and financing options.

And last, but not least, perhaps first, they are...

Experience at the store—good. Experience post-purchase—terrible.

While shopping for my furniture I decided to go with models that were pre-made so I didn’t have to wait 15 weeks for a custom order. Just bought a house and don’t have any furniture. Placed my order, and discussed delivery with my salesperson. They said that my couch could be in right before when I was hoping to get it delivered. I asked how quickly we could get delivery set up once they knew it was in. They said next day delivery is no problem. The timing for me would be perfect. Fast forward to now. Was hoping to get furniture by Saturday. Still hadn’t heard anything for delivery setup by Thursday, so I decided to call to check in. Turns out my all furniture was in except the ottoman, which is not totally consequential to the delivery. My desired timeline was stressed when I made the purchase. No one contacted me about my couch being in—I don’t even know how long it was in before I called. I asked if we could set up delivery for Saturday. I was told Saturday was full and it was too late in the day to schedule for Friday (and regardless they wouldn’t schedule anymore bc if the weather). I tentatively set up delivery for Monday—earliest possible, but not ideal. After thinking about it, I then call back to ask about potential pick up instead (renting a Uhaul). I was told that would work I would just need to give them a few hours notice to pick up. Call back next day to give notice, well in advance, that I would be picking up. Was then told by my salesperson, who was not the person I talked to the previous day, that I would have had to have called by 1pm to get it moved from the warehouse to the store, which for me is 2 minutes away instead of two towns over. I called at 1:04, not knowing the policy, and I was not given any sort of alternative or explanation for why I wasn’t given this detail before. The lack of communication from the store is incredibly infuriating, especially due to the fact that the couch was already in and then I now have to drive two towns over instead of in my neighborhood. Now I’m preparing to pick up furniture Saturday morning. We’ll see...

UPDATE February 10, 2012 I have to give Talsma's kudos for quickly responding to this post. Jessica called my wife and apologized for her behavior. A manager named Andy also called and asked what it would take earn a return visit from us. He was humble, sincere, and offered a gift card in hopes that we would give them another opportunity to win our business. I adjusted my rating based on the great response. If we go back and have a good experience, I will adjust accordingly. ORIGINAL POST: Take this mattress and shove it. We purchased a $1300 Simmons Beautyrest Mattress from Talsma. We were super excited to replace our saggy foam bed and could not wait to enjoy our new bed. Unfortunately the plush-firm bed we purchased was too firm and not enough plush. We knew there would be an adjustment period, so we gave it five nights before deciding that we needed to exchange it for something more comfortable. My wife returned to the store ready to upgrade to a $2100 Simmons NXG. The salesman informed my wife of a $200 restocking fee. She asked if they would consider compromising the restocking fee since we were spending an additional $800. When the salesman inquired with the store manager, Jessica Talsma, she walked onto the sales floor, never making eye contact with my wife and muttered, "The mattress was too hard for you then." There was no offer or compromise or even a "sorry we are already as low as we can go." Instead of putting my wife at ease and offering solutions, Jessica acted like she was put out and made my wife very uncomfortable. The bottomline is that we paid the $200 restocking fee and will shop somewhere that will provide better service. Too bad, because we prefer to shop local. In addition to the mattress, we are planning on a new sofa and furninture for our home theater room. Needless to say, Talsma will not be getting...