Allen Wayside Furniture — Local services in Portsmouth

My newly sanded floor was damaged by Allen Wayside employees and when we complained we were called liars and accused of damaging the floor ourselves.

We purchased an Ashley Vista chocolate sectional sofa from Allen Wayside Furniture Conway NH for our vacation home on October 3rd 2013.We paid in full by credit card including the extra delivery charge ($1,267). Delivery was arranged for the next available delivery slot October 12th 2013.

The delivery team arrived as agreed in the morning. We left the delivery crew to assemble the sectional. They asked if we were happy with the placement of the sectional we said we were. When they had gone we vacuumed the sofa (as recommended by the manufacturer) to remove any residual factory dust. It was then that we discovered that our newly sanded living room floor had a large gouge in it (the delivery team had placed the sofa so that it was just covered).

We immediately informed the store. The manager * ** refused to discuss it until he had spoken to his delivery team.

Mr. * rang back later that afternoon (October 12th) and said that his delivery people had denied any knowledge of damaging our floor and had not placed the sofa so that the damage could not be seen. Mr. * accused us of damaging our own floor! He called my wife a liar and said that we could have damaged the floor by sitting on the sofa! His attitude was extremely defensive and aggressive. He said he was used to people making complaints about damage caused to rooms that he and his employees had never even entered. At the end of the conversation my wife was in tears.

His employees did enter our living room and the damage which is now on my floor was not there before they arrived and was not caused after they left.

Mr. ** very reluctantly agreed that if I got a price from my flooring contractor to repair the floor he would consider making us an offer; this was after my wife told him we had a whole house to furnish for which we would not be using his store.

Unfortunately our flooring contractor is a friend of one of the employees at Allen Wayside in Conway and has unwilling to give us an estimate for repairing the damage as he knows the employee will lose her commission on the sofa!

We are not from the US, we live in the UK. This home represents 10 years of saving and dreaming of buying a vacation home in the valley we have come to love. This sofa represented the first major purchase for our new home and to be treated so appallingly came as a big shock. We contacted Allen Wayside Customer service my email but they have ignored us.

We thought that American customer service was admired the world over, we would not be treated this badly in the UK where customer service is renowned for...

Absolutely 💯 percent a very dissatisfied, horrible experience, TAKEN ADVANTAGED OF, NEVER AGAIN.. BE AWARE BEFORE YOU PURCHASE FURNITURE.. POOR CUSTOMER SERVICE OR HELPING THE CUSTOMER WITH PRODUCT WHICH IS POOR QUALITY!!!! GREAT CHARACTER ACT AS YOU ENTER WITH SALES REPS, BUT AFTER YOU PURCHASE THEY DO NOT HONOR IN HELPING WITH POOR QUALITY FURNITURE AND TURN IT AROUND ON THE CUSTOMER AND FiND A REASON OTHER THEN WHAT THE PROBLEM REALLY IS TO HELP.. NO REFUND OR NO EXCHANGES IS THERE WAY TO HELP CUSTOMER!!!! This product product that was purchased 3 months ago from Allen Wayside Furniture store. 2 Rocking recliner chairs which were totally poor quality as the armrest of chairs lost the stuffing after 2 months making it very uncomfortable as my mother rested her arm and was hitting wood! With the pictures and no one came out they said it was from my mother pulling her self out of chair. OMG THERE ASSUMPTION!! The seat of the chair was losing the cushion as well. They said the pillow I put down was to adjust the height for comfort!!!! There ASSUMPTION again. They said she was trying to make comfort in the height of seat. Unbelievable!!!! When I reached out to customer service department which I was directed through the sales department of how I had pictures of chair in what I had to do to help my Mother be able to sit in chair without bruising her fragile arms, I put some little cushion on arm rest and make a cushion to sit on as there was no stuffing to sit on after 2 month. So I emailed customer service with pictures and the problem as a defect in chair and cushion and stuffing problem. I was given the run around as they would have someone come and look at chairs to help resolve this issue after spending over 1,400.00 ,Plus a delivery fee. No one ever came out!! It was my email email with pictures on there own assumptions with a comfort issue instead of quality issue. Dealing with their customer service department which is 1 person, great excuse as I was told for all stores they would get back when they could. 2 Rocking recliners for my 75 year old Mother. I Was told in the store top quality chairs and watched a viedo as well. So the way they resolved this issue was through pictures I sent in email and their own assumptions of what they said the issue was! Again ASSUMPTIONS and they would send parts out to fix it but it would probably happen again. Holy God!!!. They turned this around on my Mother and said it was a COMFORT ISSUE instead of a quality issue and fix it..Horrible way to treat customers and take advantage of customers hard earned money!!!! NEVER AGAIN and I will spread the word!! BEFORE you purchase make sure it's top quality or you will be...

After spending 4 straight days visiting all the bigger brand name furniture stores with my wife, only to be told that what we were looking for did not exist, we had the pleasure of stopping in at Allen Wayside Furniture in Portsmouth today. Unlike the other stores we were met politely and professionally by a salesperson, Jeff, shortly after entering the store. Jeff asked what we were looking for and made suggestions where we may find it and let us parous on our own. The way WE like to shop. When we finished looking at what was available, we met back up with Jeff and were discussing the amount of time we had spent looking in several other stores and that they all suggested that we settle for a larger piece that was just too big for the space where we needed the table. Jeff told us not to settle, and knew he could help us find exactly what we were looking for; a 36” round coffee table. Jeff asked if we had a little more time and if he could walk us through their computer program on building a table. I said of course, thinking to myself “oh no” what is this going to cost me. After asking my wife a couple detailed questions, much to my surprise exactly what she wanted was on the screen for more than a $1,000 less than what the others wanted for the wrong size and color table. I could not thank Jeff enough for his patient, polite, and professional approach and the fact that he wanted us to be satisfied with our purchase. Allen Wayside Furniture was the ONLY store where I felt what we wanted mattered, not just a salesperson closing a sale for a commission.

While writing up our order and paying for it we also met the owner. I was impressed that he took the time to come over and say thank you for shopping with them. I left relieved that we found a high quality table that was exactly what we needed (for less money which was also a plus). Allen Wayside Furniture has earned our business going forward and they will always be our first stop in the future.

I could not recommend them any stronger! What I learned today.

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