Grand Furniture — Local services in Poquoson

If I could give this location 0 star's I would. I was recommended by so many people in the community that this was the best place to go. When walking in I was confident the first time that I went but I didn't have everything that I needed, I was handled by a lady named Haley she was very NICE I told her that I will come back at a later time when i had more income so now this time I came back I was greeted by Judy I thought okay everybody's customer service here is the same way well I was wrong as the time went on into purchasing the furniture everything just became a disarray I don't know if there was some mistraining for Judy or if there was some kind of miscommunication amongst the whole entire department things just seem confusing the amount of decisions that was made just for me to get my furniture was unacceptable I went in and I told her how much my budget was and she try to work around that well from there everything went down hill I sat in that location as if I was buying a car for the first time it took me 3 and half hours for only 5 pieces of furniture I was so tired and so flustered when I left there I almost wanted to tell grandfurniture to cancel the order. I was in disbelief When I thought that it was all over I'm still running into complications so here it is the week of my delivery they delivered my bed and my couch no dresser which was already a part of the order no one informed me that the dresser was not coming until the following week so another disappointment so I patiently waited the dresser came on the 17th of March it came without the mirror when I called the delivery they said the mirror was damaged and would have contact the store so I spoke with Mark he has managed to work some Kinks out and got some things done which i appreciate so today it's March 24th and I'm assuming that the mirror was on its way after being notified by a text message that it was going to be a delivery between a certain time I got up for it there is NO mirror no one called to inform me .There is no communication between the customer and what happens if misdelivery is on their part to let me know that the mirror wasn't coming. Now back to yesterday I went back on 23rd to get a dinette set because Sierra had called and advised me that the store had 50% off and wanted to know if I still wanted the dinette set that was completely on me I should have known NOT to go but i went in and meet with Sierra very sweet she could have been more attentive or staying by my side while I was making the decision she let me take my time and search for the furniture but there was no initial communication as far as staying with me until I decided which I can say Judy did do I appreciate that much ok I went back to wait for the decision Sierra had left and went to take care of something else I'm sitting there and Charlie walks over and asks me to use the computer that I'm sitting at I explain to him I'm waiting for a decision he explained to me that he needs to take care of a customer so I was left with no choice but to get up from where i was sitting as an African American woman I felt awkward at that point i was being moved for a white couple i was there first and wasnt fully taken care of i didnt "matter" at that point I almost wanted to walk out but I waited around and looked at some children's furniture and that's when Sierra came back and let me know what the finishing process was and we walked right over to an OPEN computer "strange" why did i need to move? . I have a few people in mind that I would like to thank for their customer service which was Tamika,Felicia and Mark who all tried to smooth things out .I just called Ashley to find out what happened to my delivery as of today the 24th and she was very pleasant not to add the lady handling delivery very nasty over the phone. I've been doing customer service for over 15 years and this is the worst I've ever been treated there's no way within a month's time I am so dissatisfied . Communication is...

Short review: great mixed with terrible. Great at taking money, not-so-great refunding.

Date: 01 March 2024 We shopped almost everywhere and were very discouraged. Value City Furniture couldn't seem to deliver what we paid for - excuse after excuse re: "it'll be next week, it'll be next week" - so we ended-up canceling & going to Grand (our final stop as we had literally been everywhere else). At Grand Furniture we bought 2 sofas (versus a sofa & loveseat).

This was a great experience: (1) Nice selection; (2) Competitive pricing/value; and (3) A very nice sales lady (not pushy)

After paying & setting-up delivery for the two sofas ... on our way out I noticed a bar-height dinette that would fit nicely in our breakfast nook area off the kitchen. It was marked-down (a lot!), with an "In-Stock" sign. We were told it was an overstock item and on clearance [to reduce the overstock situ]. I paid for it via credit card and set-up delivery (reminder, it's 01 March 2024).

As we waited for the delivery confirmation, my wife posted what we currently had ... and we sold it on 17 March (expecting our new furniture to be here literally any day).

I told my wife she had better follow-up to find out the reason as to why we still hadn't rcvd a delivery date. She called and was told what we bought was "discontinued, dropped & sold-out" and we had been emailed on 8 March to inform us. No - we never rcvd anything.

Now we're without ANYTHING b/c we sold what we had, Grand Furniture could not fulfill their commitment, Grand never called to tell us - plus they had not refunded/credited my credit card (despite them knowing this for at least 9-days).

We hurriedly shopped for something - anywhere - that would be immediately available.

[After finding something elsewhere - ironically the exact same set we had ordered at Grand] I called Grand and asked for the money to be credited back to my CC. I was told I had to do this in-person. I live 70-74 miles roundtrip from Grand. And this is a situation where they canceled, not me (IF I had canceled, I would have paid a 20% penalty and would not have rcvd a full refund). Why must I be further inconvenienced?? I even offered a compromise that they credit the amount for the dinette and apply it to the two sofas (which were financed through a Grand Furniture Credit Card).

At this point, I'm calmly furious:

(1) I wasting more time shopping ... and more diesel fuel shopping because they could not deliver what I paid for (in-full);

(2) They failed to notify me that it would not be delivered;

(3) They sold the display (which I would have gladly taken) between the time I ordered my set and the point that I discovered through my own effort that it would never be delivered; and

(4) I had to physically return to the store (at minimum 70-miles) to receive my refund/credit.

We'll be shopping for master bedroom furniture in about 2-months and I'm not sure if we will return to Grand b/c of this second negative experience.

In summary, they are great at taking money but not-so-great refunding (nor great at letting customers know their furniture will never arrive). IF you ask me, their sales contract should be reciprocal: IF I cancel more than 24-hours after purchase but before delivery, I lose 20% of my purchase price for a re-stocking fee. IF they cancel, should't I get a 120% refund as an inconvenience fee?

Re: owner's reply If you provide an email, I will e-mail you directly. My name is in this review - you have my address, PN's, et al, based on our two transactions (two sofas that we dcvcd & the dinette...

Let me start by saying that never have I ever witnessed such absolutely unfathomable incompetence from what is supposed to be a "professional furniture store". I don't say this to exaggerate or place unnecessary bad vibes on this store, or Grand in general, but they genuinely deserve this review.

My friend's parents purchased a bed from Grand about 1.5 years ago, and ever since the frame broke the first time it's been pure hell trying to get a replacement or any type of decent compensation. First time they offered to fix it they asked for pictures prior to coming out to the house, and subsequently assumed that all they needed were new rails to patch it up. They come, and eventually the bed is left with some tacky spring on wheels thing holding it up as a bed because instead of physically coming to check out the problem prior to attempting to fix it, they visually assumed through pictures that the bed needed rails when in reality it needed an entirely new headboard, which of course they came without because they didn't know. OK, no problem, just get it right the next time. Nope, by this time the bed style is conveniently discontinued, and they do what they always do when their furniture fails to be efficient (did I mention the parents have a defective table from grand as well that they got so tired of trying to exchange they simply kept it) which is offering you money to keep the bed as is (which ends up being WAY less than you purchased the bed for, and way less than you could buy any other bed for, I understand value depreciation but SHEESH) or offering another item in the store. Naturally they chose another bed because they kind of need a bed, not a "lump sum" that amounts to nearly nothing. Weeks, probably a month go by, and here they are again today with another defective bed that they can't even put together themselves. You may wonder why even though I haven't personally done business with them, I am so upset. I practically live with these people and I help move EVERYTHING around to clear space for these people, I've traveled with them to and from the store in the next city, and I can't help but be bewildered by this constant failure on Grand's part to provide something decent to its customers. It's like they don't care at ALL what they send you. I am very surprised the first bed even went up. Then they just leave and you are left with a very poor excuse for what you paid for, and they try to persuade you to keep it for much less than a fraction of your investment or to take one of their even crappier items when the inevitable happens. They are aware of it and they don't care. They act as if their store is worth anything more than its defective goods, but I promise you it isn't. All of this comes after dealing with the defective table from the same store!

LONG STORY SHORT: if you are looking for longevity in your furniture, or simply don't want to deal with defects and unprofessionalism, CHOOSE A DIFFERENT...