Plantation Furniture — Local services in Richmond

Plantations furniture is a very cute furniture company however the furniture is not quality nor management. We purchased a couch and 2 chairs there over 4 months ago. The couch arrived 1st. The cushions on the couch were uneven. When we sat on one of the cushions, we practically sunk 1/2 way to the floor. I will commend them for sending out some new cushions pretty quickly. After about 6 weeks our chairs arrived. They were special ordered and did come in ahead of scheduled time. When we received them, the material on the backs of the chair were loose and buckled and one of the legs was coming off. We called Plantation back and they said they would call their company and send someone out to have them stretched and repaired. The company they contract out to failed to come out on 2 different occasions. We sat at home all day waiting for the call. Finally Plantation agreed that we could get a refund or choose something else. We went back to the store and found another set of chairs. We waited another 8 weeks for them to arrive. Plantation denied our request to have them delivered at no cost (we paid $100 the first time). So..we go to pick them up and they were dirty and the skirting around them was so wrinkled that they would need to be kept there longer to have it steamed and cleaned. This brought so much frustration with us because we had been living without furniture for over 4 months now. The owner, Brenda came out to the warehouse and was very confrontational with us and instead of trying to fix the problem immediately, started to request ANOTHER refund. She did not represent the company at all in a professional manner and insisted that we think about a refund. The only reason I'm giving this place 2 stars, (it should be 1) is because the sales rep who has handled this from the very beginning was very accommodating and recognized our frustration. I want to compliment the warehouse manager as well. He has been patient and also recognized our frustration. Once we received our refund, dealt with Brenda, the owner, we headed home. It was then that the warehouse manager, not Brenda, called to apologize. Offered to clean and steam our chairs, give us free delivery, and offer an additional 20% off. Had Brenda treated us in a professional way to begin with, offer those choices, then we might of considered their offer. Beware on Plantation Furniture. At...

We went to Plantation Furniture in early January to look for several things while supporting a locally owned business. We drove well out of our way to go here. I liked the fact that we were not met at the door by lurking sales people. We did meet Connie and she was helpful and pleasant, but didn't hover. We found a dining table and chairs we liked and bought them. While at the checkout, the lady who appeared to be in charge (I assume the owner) was anything but friendly. We were told that our table would be ordered and they didn't have them in stock. We were told they would update us on delivery, likely in mid-February. From then on things didn't go well. Anytime we wanted an update, my wife had to call. We were told at one point that it was on the truck on its way to Houston. After several more weeks my wife called again and was told it would be the mid to end of March. Midway through March my wife called again and was told that the chairs and bench were in, but the table apparently was never ordered. Now it was going to be more like June/July. We then asked if we could get the floor model table so we didn't have to wait. After another phone call they said yes we could and I asked what that would cost, assuming since it was the floor model and had been there for several months they would come off the price. We were told no, it would be what we paid. Very frustrated I then asked if since we have been told different things about the delivery of the pieces, would they at least deliver it to us, for which they told me the delivery charge. I asked if they would waive it considering the circumstances and after checking (I assume with the owner) we were told no, they would not waive it. I paid it just so we could get the furniture. After it was delivered my wife called and asked about getting an additional chair to go with the table. We are still awaiting a call back, which has been 5 days now. They can run their business any way they choose, which apparently is not to keep paid customers updated on their furniture, telling different stories about the status of the furniture and then holding a hard line when they could have made a small gesture which would have made us feel better about really what has been a very disappointing experience. We will NOT be doing any more business with them and would NOT...

This store is quite nice and has great potential because whoever their designer is buys really good stuff. However their customer service is lackluster. It starts with the main manager, she’s definitely not personable nor flexible at all with customers. We bought 2 separate pairs of expensive lamps but they take out the bulbs because it’s a “policy” and now I have to go chase down new bulbs at a store and go through a few sets till I get the lighting like what I saw in store. How cheap can you be when a customer is buying expensive items from you and you’re denying giving them few dollars worth of bulbs? There are many little things throughout the store that she’s not flexible on at all and has definitely lost many sales opportunities from my side atleast.

Other employees who are under her are nice and helpful but unfortunately under her management are super limited to providing a good satisfactory customer experience. A lot of times they’re scared to even offer you something which this manager will straight up deny.

There’s practically No return policy here. Whatever you buy is pretty much final and there’s really not much a warranty unless you’re purchasing bigger items like sofas or beds etc. and buy an external warranty they offer via third party.

Overall: Great store, great designer, good employees, just one bad apple which is their manager who pretty much ruins...