Exclusive Furniture — Local services in Richmond

We bought a leather sectional got it home and found that it scratched easily. Then we called customer service and asked if we could exchange it, we had to pay a restocking fee to exchange it but we did. The manager and sales person Jacob had helped us pick out new furniture. My husband asked Jacob for a detailed receipt, Jacob stated we would get it when we receive the furniture. Then we received the furniture and were missing the ottoman. I texted Jacob and told him we were missing the ottoman and he said he would look into it. Days went by an we hadn't heard from Jacob so I followed up to see where the ottoman is. He responded by stating he put an email into Corporate office and they were working on it. Days went by again and we didn't hear anything. I called and finally was able to speak to the manager. The manager stated Jacob had apparently charged us wrong and the price we paid was lower than what we should've paid so we were short for the ottoman which is why it wasn't delivered. However, on our end we show that we fully paid for the furniture. Any how the manager stated he would make things right and get the situation taken care of and we would not need to pay anything else to receive the ottoman. Couple days later he called stating the ottoman would be delivered the next day. Then Jacob, the sales guy calls the next day or 2 and says I'm sorry but I charged you incorrectly and need to collect payment from you for the ottoman. My husband and I were shocked. The manager had just told me that everything was taken care of and the ottoman was on it's way. I let my husband speak to him and my husband recounted what we paid and that we paid correctly. We never received the ottoman. I gave it another day and called the warehouse to find out where the ottoman was. They told me it would be delivered the following Monday. We never received it Monday. I called Monday to find out where it was at. Then the warehouse stated it was set out for delivery Tuesday. I called Tuesday to ensure it was being delivered as we work and we needed to know what time it would be delivered. After being on hold for 10 minutes the lady said it was indeed on the schedule to be delivered, however, she did not have a time for us. She stated we would receive a text with the details between 12:45 and 1 pm. We never received a text. I called back around 5:14 pm to find out what the delivery time would be that we did not receive a text with the delivery time. The lady said it was going to be between 5 pm and 10 pm. Mind you, I have a 2 year old at home and then my husband gets up early to go to work and to have a delivery set till 10 pm not knowing when they would show. I waited up until 10 pm no one showed. It's also very scary to have people come to your house at 10 pm that you don't know. So I was concerned with that. I called the warehouse early this morning to be put on hold for 10 minutes once again. The lady said that they received a notice after hours to not deliver the ottoman to our house from the store due to insufficient amount paid for the ottoman. We have been going around and round with this store. I don't usually do reviews but this purchase has been very frustrating. Be careful about when you purchase items from this store and make sure you also calculate. The first time we bought the furniture that we exchanged they tried to overcharge us. At this point, I just want to give the furniture back and go elsewhere. This is the worst customer service we have experience. If I could give them a 0...

I went to Exclusive Furniture on January 12 and purchased two bedrooms furniture sets, a living room set and a TV stand. The store did not have the living room set in the material and design we wanted so they had to custom produce it. As a result we had to wait 6-8 weeks to get the furniture. We scheduled two separate deliveries as we needed the bedroom sets immediately. The bedroom sets were delivered as scheduled but one of the sets was not what we had ordered. So the following week, they delivered the right item and picked up the wrong one. After 8 weeks had passed, we had not heard from the store on the status of the delivery for the living room set and TV stand. I called the salesperson (Ike) to inquire about that and that was when he told me that there was a delay due to tariffs and that it will probably take a few days to clear things up but he will call me the following day to give me a better timing. As I did not hear from him the following day, I went back to the store and asked to talk to the store manager (Bobby). They assured me that the delivery will happen in a week. After a week had passed, Ike called me to tell me that the delivery will take place around the end of March or early April (which is now pushing into 12 weeks from the purchase date). Finally, on April 4th, they delivered the living room set. I initially refused to take delivery of the furniture because what they delivered was not what we had ordered, and they also did not bring the TV stand. The delivery guys called the store and someone on the phone advised us to take delivery of the set and that they have the correct piece of couch and they will have it delivered the next day along with the TV stand. As I did not hear from them the next day, I went into the store again to speak with the salesperson (Ike) and the store manager (Bobby). Ike was not where to be found, although he was in the store, and Bobby was no longer working in that store. The other managers at the store kept emphasizing that all sales are final and they don’t do returns or refunds. I explained to them that their policy will be valid only if they honor their end of the deal. They told me that they cannot make the furniture in the design we wanted but that was not what we were told when we ordered it. The new manager took my request and said that he will contact their corporate office the next weekday and get back to me. It has been two weeks since and I have not heard from the store manager on what his discussion with corporate is. This whole thing smells like scam to me and I am seriously disappointed and disgusted with everyone at Exclusive Furniture. Not once has anyone apologized for their mistake, the long wait or the inconvenience. All they keep saying is that all sales a final, no refund, no return. Due to the lack of communication from the store and the dishonesty from the reps, I went ahead and purchased another TV stand from a different store. At this point, I just want my money back for the TV stand and the...

I really wanted to give this place one star after my experience but the additional star is for the employees that I dealt with that actually resolved my issues and had the proper customer service training. I believe the manager who helped me name was Christian. He was pleasant to work with. My actual sales person however , Adelaido Martinez was not the best agent in my opinion. After we negotiated in the price I told him two times I was not interested in buying additional insurance. But of course when it came time to pay the five year warranty or whatever it was on my contract for an additional 200. He tried to blame the manager stating they had to add that in to save me more money.This particular weekend there was a buy more save more sale. I felt if I needed to spend more to get whatever discounts they were offering they should have let me pick the item(s) instead of automatically adding something to my bill after I already declined it. Christian came back over and resolved the issue but this def left a bad taste in my mouth. I came knowing exactly what I wanted and didn’t want and I know it’s a sales man’s job to get you to buy more but I did feel like in the beginning I wasn’t being taken serious. I look a lot younger than I am and even though I was clear I did not want to go over my 2300 budget it just felt like they did any and everything to try and get me to agree to more. I was also misinformed and told that the dresser I was getting came with the mirror and there was no way to buy just the dresser. The day of my delivery I received a text saying five items would be arriving but only four came. Adelaido had texted me the day I pitched the furniture to say thanks and apologize for the mishaps at the store. I told him the mirror did not arrive like he advised and he said he was off but would follow up with me when he’s back in the store tomorrow. The next day came and went and he never reached out so I texted him again and he told me he still wasn’t at the store but would do it the next day. Long story short he never followed up with me. I had to call the corporate number online just to confirm I was only being charged what I agreed too and that no items were missing. It bothers me when someone is making commission on a sale but as soon as you swipe your card the customer service goes out the window. I would have preferred to give anyone else who assisted that day the commission vs. my actual rep. Maybe he was new and still training but there’s nothing wrong with letting the customer know that. It bothers me that I had to go through so much just to get a simple confirmation. I’m big on customer service and if I didn’t need the couches by the end of the month I would have honestly walked out that store and went somewhere else. Thankfully Christian saved the sale for him but I def don’t think I’ll be back to purchase anything else like I...