Portland Furniture & Mattress — Local services in Portland

these people have been an absolute nightmare. They are so quick to take your money, but when it comes down to providing you with the furniture that you paid for, suddenly things are out of their hands And it’s somebody else’s fault. I ordered a couch, almost 2 months in advance to ensure I would receive it in a timely manner. At the time of ordering the couch, the sales woman had told me that the specific model was not going anywhere and they had plenty in stock in addition to it coming from a local manufacturer. When I finally got upset about the constant delays, suddenly the couch was delayed due to the LA fires??? Not only that but I would be told to expect a call on a certain day that would never come. They will tell you they will call you when it’s ready but they lie. I will not be getting my complete set of couch and will be having a “temporary” piece until the right piece comes in 2 MONTHS? The only way these people answer is if i absolutely blow up their phone. Dial # 3 for an existing order on a weekend and the automated system will tell you they’re closed. Dial #1 to place an order and it will ring- after many times of calling someone will pick up lol. I was told my couch would be ready on friday, no call or anything, i decided id go pick it up on saturday and now they’re saying they don’t have it and a different 3rd party freight business has it? This could have easily be communicated at the time we had a phone call. I’m not as upset with not having my couch as i am with the lack of communication and the joke that they make out of their customers. I have told them they need to be communicating these things but they simply do not care. They will blame it on being short staffed? I call at opening time on a monday, it’s hard to believe the store is fully packed at that time. Never once an apology. Last time doing business with these people. Sort my “Lowest rated reviews” I am not the first nor the last to think the same.

Update: Placed my order in November 2024. it’s now been 6 MONTHS.. half a year!! Zero communication from them - it’s always one sided, still have to blow up their phone to get someone to answer. Many times i get promised a call back the same day that never comes. You guys are laughing in ppl’s faces, especially mine and i’m done. Here is the list of excuses i have gotten in the last 6 months: Covid 19 delays (it’s 2025, that excuse it not valid even in a medical setting), LA Fire delays, Tariff issues (?), the manufacturer “not updating their stock” on their site amongst smaller excuses in between. After I finally lost my cool and demanded action from the owner or i would be returning everything, i was finally contacted for the delivery of my swap out piece within hours of that phone call. Great right? Nope! Assuming she just wanted me to get off her back, she had a seemingly USED FILTHY piece delivered to my home. It’s DISGUSTING. You guys are a joke of a business. Buyers beware. I payed almost $2k for a BRAND NEW couch just to receive this? I have attached photo’s (looking to see how i can attach to an edited review) of the filthy piece and comparing what a real new item looks like. The tag that is new looking is from a piece that was ACTUALLY new, that’s how I knew something wasn’t right in addition to the legs being badly installed, which btw the legs do not come pre installed when the items were actually brand new. Asked the delivery people and was met with some nervous bs answers. Called the store and they said it’s because it’s from their warehouse and they would be swapping it out AGAIN in a week. A week meaning another 6 months??? Only updating this to keep them accountable publicly. I am a germaphobe, having this nasty item in my house is infuriating. This is not okay to do to a paying customer. There is a good reason they are not backed by BBB. GIVE YOUR CUSTOMERS WHAT...

Update 2/18/2025: Still no refund. On January 15th we were told 14 days. On February 6th we called and were told there was a delay(no contact was made until we reached out to inform us of the delay) that we would receive it no later the the following Wednesday (2/12/2025). Called Thursday the 13th and they said it was sent out the 7th and we should be receiving it any day. Yet here we are still waiting. Huge lack of communication and everytime the story changes.

Update 2/10/2025: we are 3 days shy of a month since we spoke about a refund. Still no refund received, no communication or ability to get ahold of the office. Last communication was in 2/5 where they finally answered their phones and informed us if a delay and they would be sending the check out that day. Still very frustrated with the experience and lack of professional communication and ability to reach out with issues. I suppose we will see if they actually sent it out this time as No later than Wednesday was communicated and that is two days away.

Update: I have been very skeptical on writing another review but at this point I hope to warn others before purchasing their “Dream” couches. Although the purchase experience was smooth with Josh, the long term experience since October 20th has been rough. Initially I wanted the black color of the stupendous sectional just because I don’t do well with light colors. After a lot of back and forth I decided on a light color due to time frames on delivery. The darker model in stores would have been 7-10 weeks out but the lighter color would be 4-6 weeks out expected delivery before Christmas. We hadn’t heard from them during the 4-6 weeks, so we decided to call, I’m not sure who my husband spoke to, but they told him the one item was ready but the rest wouldn’t be ready until December 15th. So we waited. The 15th was a Sunday, so after no call, no text we called the 16th. The lady on the phone each time has been snotty. She said there was no updates and no trucks to just wait. We have since called every two weeks with the same result no trucks don’t call. At this point we are 12 weeks in, no updates and still the same run around of no update, no trucks, don’t call we will call you. I feel as though I have been scammed and will never receive the couches not to mention if I was going to wait so long I COULD have got the color I wanted. But I wanted something in time for Christmas. This is the worst customer service experience I have ever received buying a item. I had planned to go back and get other furniture after my couches had been delivered but I will never go through this process again. I would really just like my couches or to at least have a estimate rather than no update.

Original: Wonderful customer service. Very insightful and helpful with item descriptions...

-Updating to add that it is now December, and nothing has been done to solve this issue.-

I originally gave a five star review due to the amazing service we received from McKenzie when we ordered our sofa/loveseat combo. We purchased on September 21st. I told them the only day that would not work for us with delivery was October 12th. We were told it would be in before then. I called serval times asking if there was an estimated delivery day so I knew when to have my old furniture out by. I kept getting told to just wait. There is a younger sounding man that told me to just keep waiting, and then there Angel who was very snotty when I would call and ask for updates or help with my furniture issues. They said once they received it in warehouse, the delivery guy would call to schedule a delivery date. On October 11th I received a call from the delivery man telling me he would be delivering October 12th and couldn't tell me what time, as he had a few deliveries that day. We were not offered a different delivery time. I told them that would not work, and ended up going to pick up the sofa and loveseat myself. Once we got the furniture, my husband and I noticed a big issue with the loveseat. The back center piece did not fit on the bars properly. We tried to get the piece off, but it was pretty stuck on there. I called numerous times to ask what to do, and when I finally received a call back, I was told by the man that I should cut the material in the back, reach through and unscrew the bar to get it off and replace it. We ended up getting the piece off, but once we looked at the structure, we found that the the pieces the back slides onto do not match. The inside of the loveseat also has screws and staples sticking out all over inside it. Some parts show holes for 4 screws and only have 2 in them, while the matching side has 3, so screws are apparently missing in some spots as well. My husband sliced his finger trying to fix it. There is velcro the back attaches to on the back bottom side of the loveseat, and the material doesn't even reach far enough down to attach it. It's so horribly made! The matching couch has so far been better, but on the left side recliner, you have to close it at an angle or the metal scraps and catches when you close the foot rest part. I've left messages letting them know about the issues and haven't heard back yet. This experience has just...