Katy Furniture - Richmond — Local services in Richmond

The prices are excellent. The products are great, but the Sales and customer support staff is like looking at empty eye sockets. I had a terrible experience today. But I want to say this with the caveat that Stephanie at the North Katy store is absolutely fantastic and and if it was not for her, I would’ve been in a much worse mood.

I bought a piece of furniture on the 28th and I was told that it will come in on the 14th and more than likely it will come a lot sooner. I explained to the sales person that I have a very important event on Friday And I absolutely need the furniture by then. He gave me every reassurance.

Today when I called to get an update, I was told that the furniture does not arrive till the 17th and there will be no delivery till the 21st. I understand there is a driver shortage, and I am sympathetic with transportation problems because I run a transportation company myself. The rudeness the apathy and the total lethargy is what made me upset. The guy at the Richmond store told me that there are no bosses in Richmond and if I want any help, I have to drive all the way to North Katy. So I decided to go there. My entire day has been spent doing this..

I asked if I could get a refund and I was told that there is a 25% restocking fee per the contract and I asked if I can pick it up myself and I was told that there is no refund on the delivery fee.

Having said all this I want to give a shout out to Stephanie because she is the only person in that organization. Who cares. She took her time to explain to me the reality of the situation. And she has promised that she will try to get it in the store sooner. She even told me that she would be willing to provide a store credit for the delivery fee if I want to pick it up.

Right now, I am looking at having to cancel a very important event If I don’t get the furniture on time. I know I’m being very harsh with my review, but I am willing to Update the rating once this experience is complete.

Right now, I would like to tell all potential customers that Katy furniture is not easy to deal with. I am happy to eat my words and withdraw this review if my...

*DID NOT HONOR THE PROMOTIONAL 12 MONTHS NO INTEREST!I had a great experience purchasing our bedroom set from Katy furniture while in the store. We purchased our merchandise in the beginning of June and were moving into our home Jul 1st. We were told the chest we wanted was on backorder, but should be in by then. If not, soon after. Well after our purchase was made, the service was terrible! It took months to get our chest. They NEVER called us with an update, we had to keep calling them. Finally they call and say the chest we ordered was no longer available, we had to accept one that was similar from a different manufacturer. Keep in mind, they had already delivered the remainder of the set. That was whatever. We had 12 months no interest on our purchase. I signed into pay my account in January and noticed that the promotional period was ending. I called Synchrony and they said no worries this happens all of the time, we will contact the merchant and have it corrected. I received a letter shortly after saying they were unable to honor the 12 month promotional period , due to the merchant's error! Luckily it was a short time difference and I chose to just pay it off early. This is a ridiculous way to do business. Selling items you don't have. Not even apologizing for it or offering and retribution for having mix matched pieces, then promising a buyer 12 months no interest and not honoring it! I have never in my life had a company mislead me on financing in this nature. I am so saddened, because I loved the selection here, but it is not worth the hassle, lies or lack of service after they have your money. Steer clear, especially if you are thinking about a promotional...

The sales team is great, but customer service is horrible. I ordered a brand new sectional. I didn't even have it for 30 days before I noticed the frame was broken. I reported it to the insurance company in August 2024. They claimed they would set up a replacement. I would check in weekly, and it was always that they were waiting to hear back from the store. I went up to the store in November 2024 and was told they didn't have that information, but someone had been out to fix it. It is not something that could be fixed. I was assured that because the break took place within 30 days, they would have the manufacturer replace it. I never hear anything back and always have to reach out multiple times to get a response. Finally, in January 2025, I was told the manufacturer agreed to cover the replacement, and they were awaiting the payment. I gave it a few weeks and heard nothing. I reached back out and was given some excuse that they needed a new picture of the serial number. That I sent back in November. I reached back out to the insurance to see if they could do anything, to only be told they no longer do business with the company. I reached back out to see if the new picture was accepted and was told the customer service agent for the manufacturer wants me to somehow get a picture of the broken frame without the fabric of the couch in the way. The fabric is not removable. That was two weeks ago, and of course, I haven't gotten a response since after over 15 emails and voice messages. At this point, it has been going on for a year. Do not let the friendly sales team fool...