The Furniture Mart — Local services in Redwood Falls

I will never recommend this place to anyone. We special ordered a couch on December 3rd 2020 knowing it would be 4-6 months before we received it due to Covid, which we understood. It’s after may 2021 where the issues started… from that point on we received 2 additional notices from the store extending the delay. We also received a third letter stating our couch will be completed (8/10/2020) and would be shipped within 10 days we would receive it 2 weeks (august 24th) from there. On august 31st we contacted them again due to us still not hearing about our couch and the owner (mike) claimed our couch would be in our living within 2 weeks from that day (8/14/2020). After multiple conversations with the owner the most recent one being today (9/10/2021) when we were told it will be an ADDITIONAL 5-6 weeks. The owner told us we could receive a cash refund of our deposit AFTER they take a 25% restocking fee off the ENTIRE cost of the couch for $525. Not only are they making $1250.00 from our deposit for their restocking fee, they then will make money off the couch from the showroom floor. So the customer automatically loses due to the fact the owner cannot take responsibility of poor suppliers and unable to track down customer purchases. So much for being an “up standing member of the redwood falls community” like stated on their website along with having an “A+ rating” from the BBB, which they are even not accredited with per the BBB website. Fair warning for those thinking of doing special ordering through A&W, money is more important to them than making it right with their customers. With being new residents in town and trying to keep my business to support local businesses, i truly regret not going to a big box store for...

When in need of furniture it’s best to do a bit of research to select a reputable retailer. It’s always nice to support the local brick and mortar businesses and I realize negative reviews are the ones that draw the most attention and are most likely to be posted. That is why, rather than depending on a few rants from unhappy customers I focus on responses by the business to those complaints. In reading reviews of A and W Furniture and their response to complaints and negative reviews it’s apparent that the current proprietors are unwilling to take care of problems associated with deliveries, special orders or other issues that affect customer satisfaction. If there are any issues especially with delays regarding special orders, it’s the fault of the manufacturer; it’s the fault of the logistics company or the fault of COVID 19. However it is never the fault of A and W Furniture nor will they take measures to make the customer happy. As I peruse the negative reviews and moreover the responses by A and W to those negative reviews it becomes quite patent that if there are problems, customers will face punitive store policy and restocking fees. A and W Furniture’s novella length lists of excuses in response to negative reviews and their store policies make it evident I should shop Amazon, Overstock or Wayfair where in most cases the return policy is a “no questions asked” free return/full refund. It seems that Laurence J. Peter was right at least when it comes to those in charge at A and W...

I have attached the letter I received middle of July from your store. As the letter stated we were expecting the delivery to be about 8/24/2021. I waited another WHOLE week to hear from the business to address the delivery situation. I called Mike on 8/31/2021 and was told at that time the ONLY thing they could do is a store credit after taking 25% for restocking but in the same conversation he told me he would have this couch in MY living within 2 weeks. FAST forward to 9/19/2021.....still NO couch.

After reading my husbands review which I agree with everything he stated and Mikes reply I see that the store is not taking any responsibility and standing behind what they are telling us for dates and delivery. I know i will get a response making it OUR fault that this couch is still sitting somewhere and there is nothing that they can do about it.

All I can say is thank you Mike for teaching us a valuable lesson in customer service. Its sad you're sitting on our money and not helping the situation other than telling us dates upon dates for our couch. We also found out NOW that its a 25% restocking fee on only on our deposit but on the entire cost of the couch. Also, I feel I'm getting ripped off because he says that this couch we purchased would have a hard time selling it if he were to put it on their showroom floor. So apparently what we paid to begin with was way over priced. Here's to hoping we'll see a couch in our...