The Furniture Shack — Local services in Portland

Hard to write about something we haven't received. My wife and I went to the store our rep was nice enough and we found a couch, recliner and trundle sofa chase. All in all it was $3,246.00. When we paid we were told the sofa was not in stock but would ship that next week and would be in 10 days later. This was great because it lined up with spring break. We reaffirmed this twice more during the purchase process and were told the sane thing. I called 10 days later amd a guy (not sure of his name) said it was in transit but couldn't give me any details and would get back to me. I called again a week later and was told it in fact hasn't shipped. The issue then was that the sofa manufacturer locked them out of the site and no one could see the order. At that time I was able to speak to the sales rep who tried to tell me she said it could be six weeks. That was never shared and I informed her that I brought it up multiple times.Today marks more than a month and rather than call an upset customer waited for me to call them. Same response it hasn't shipped yet and could taje 6 weeks. To be clear, what she is saying is that it is six weeks to ship and 10 days for it to arive and however long to deliver. The cable company has better service and command of their products. We bought multiple pieces at their predecessor with good service. I could go on but warn you all.

Response to the owner. With respect that is not accurate. Nothing in any of your paperwork indicates this and you were not at the counter when I paid for my merchandise nor were you present for any conversations we had. We told your rep that we had travel i. May and that we were worried about any delivery in April. Your rep indicated it would be ordered and would be ten days to ship. She said absolutely nothing about this taking up to 7 1/2 weeks for the maker to fulfill the order (6 weeks) plus10 days to ship. Knowing all sales are final and also knowing that none of your sold paperwork indicated a potential 6 week timeframe plus another ten days there is nothing to demonstrate it. In addition she indicated this was available in the color selected. Im not being unreasonable here, but, waiting on your team is like waiting for the cable guy to arrive.

We purchased the couch after your rep showed the exact model on the showroom floor and said matching the brown color was available. So saying that it not something you carry is yet another inaccuracy. I would frankly not have been this irritated had your team actually reached out. I have to call you. You have never offered a refund. Just get us our couch. At this point I want to hold you and your company to fulfill your contract. Im not interested in starting the process over That would be easiest for you. My review is accurate and matches your paperwork and the discussion we had...

I regret spending almost 2k here. The guys here are super nice when you’re buying stuff from them, but when problems arise-they are awful. We purchased a sectional and couch and then later on added a dining table. I called beforehand to ask if the delivery and assembly fee would be the same if we added the dining table- Thomas said yes. We waited about a week for the table to arrive. They call and let us know it’s arrived and that they would call Move The Freight for us to set a delivery day/time. We specifically chose Move The Freight because Thomas told us the other company they use DOES NOT DO ASSEMBLY. (Lugg) While calling Move the freight, Thomas apparently didn’t tell them we needed assembly. So the company arrived and dropped off a bunch of huge boxes that are now just sitting in my living room. I called Furniture Shack to let them know and the first guy (not Thomas or Brad) was a total tool. Took zero accountability and basically said “there’s only 3 of us that work here and I know none of us would say that” and basically said we should’ve been more specific even though they OFFERED to call for us! Again- we chose Move the freight only because they offer ASSEMBLY. He ended the call by saying he would talk to his boss but didn’t even ask for my full name or phone number. I called again and talked to Bradley, who did actually apologize, but again he was just saying the sames stuff the first guy was telling me but in a more polite way. He offered someone to come and assemble it on Saturday and I told him I couldn’t wait that long so he did offer to come after work to do it but I’m not gonna make him do that because of his coworkers mistakes.

Thomas: be more clear about what you tell people. Clarify about assembly with every buyer if you’re calling Moving companies for them. You told us assembly would be included. You told us it would be the same price if we added on the table, and I would not have purchased through you guys if I knew the truth. You wanted the sale and told me whatever I wanted to hear.

First guy on the phone: You need to work on your problem solving skills and learn how to take accountability.

Bradley: I do apologize that you got the bad end of the stick after I had to deal with your awful coworker before you, you def did not deserve that, and I appreciate you offering to come and assemble the...

I waited to write this review until my delivery was taken care of and I'm glad I did. On the bright side the women that I interacted with were great. I spoke with a blonde woman on my first visit who outlined what delivery looked like the fees associated with it, how taxes were calculated, and answered any other questions that I might have. A dark-haired woman pointed me to the catalogs that they order pieces from and let me bounce ideas off of her and see what some of the options were for the space that I was trying to outfit.

My issues came about with delivery. The delivery company was perfectly fine, furniture shack was not. My delivery was scheduled for a month out because one of my items was on back order. It turned out one of the items that I was looking for was oversold and I was not made aware of this until two days before my delivery as opposed to at any other point in the month between me paying for the items and getting them delivered. When everything was delivered to the house, I noticed that the bookcase I ordered had a bunch of scratches and a piece missing out of the bottom corner. I went back to furniture shack thinking that the delivery company dropped off a return or a floor model by mistake. The man there says well, we told you it was a floor model and discontinued. Which no, they did not. Because if they did, I would have looked for an alternative. As I did for the oversold item I was interested in where the only other option was the floor model.

I'm hoping this experience was a fluke and they are typically better than what I dealt with. The other reviews here seem to suggest that. But if they're looking for advice for their future interactions, take a moment to note on a customer's paperwork if something is as-is or a floor model. Maybe even just write the letter f. So that instead of assuming you did it correctly, you can be sure that you did it correctly with proof...