Grand Home Furnishings — Local services in Roanoke

I've been a customer for years. I think my entire home has come from your store. However, I'm very disappointed with Grand Home Furnishings. I purchased a TV stand with a fireplace last weekend. Initially when it was delivered, they sent two very inexperienced gentlemen to assemble it. They didn't even understand how to put the batteries in the remote for the fireplace and unscrewed it apart, only to not fully put it back together again. They also scratched the stand. So I called and spoke to my salesman, Michael J., and asked for a replacement and a credit on the delivery fee as they were also two hours late because their truck broke down. He had to go ask his boss, Mike, to get permission to do so. He called me back and said he'd credit the delivery and have someone call me to set up another delivery date for my replacement. So, I had set it up for today, since it's the weekend and I didn't have to make arrangements again for someone to be at my home during the week while I was at work. Josh called me in the morning and said they would be at my home between 9:30a and 10:30a, which was great. They arrive with my replacement and were very cordial. I gave the stand an initial look, it looked good at first glance, so they were on their way. As soon as they left, I looked at the stand, and this one was damaged as well. It was damaged inside where it had been screwed together and the door stuck as it opened and closed. So, I took photos of the damages and video of the malfunctioning door and headed over to the store. As I walked in I asked for my salesman, Michael J., and explained that stand number two was also damaged and proceeded to show him the photos I took. He told me he doesn't have the authority to do anything and had to figure out what manager to go speak to. He comes back and said his boss was on the phone with the warehouse and that she is trying to speak with the warehouse manager. Now, I was not personally greated by this no named boss, nor was I even offered an apology by her. The only thing that was happening was my salesman kept coming back and forth, back and forth relaying what was supposedly being said. He asked if I were going to be home later so they could get another one to me today. I asked for a time, or even a ballpark time so I wouldn't have to be stuck at home. He said "his boss" was on hold with the warehouse and will call me once she is off the phone so I don't have to wait around for her. An hour goes by and no call from the mysterious boss. I then call the store and ask to speak directly with a manager, Mike Rosenberg gets on the phone. He said that the warehouse manager had supposedly just called back, they are assembling my stand "under his supervision" and when they leave the warehouse at 4:00pm I will be the first stop. Well at around 4:40pm I get a call from Tyler, who stated that they are at their first stop and will be headed my way in about a half hour. Well that's funny, because I was told I would be first stop. So again, I call Mike Rosenberg, and told him about my phonecall. He said he didn't realize that there was someone in front of me. I let him know that I was frustrated that I have waisted an entire Saturday afternoon dealing with this. The only thing he offered was his apologies and the fact that he credited the delivery (a week after I was told it was going to be credited). So it's now after 5pm, on my day off and I'm twiddling my fingers waiting for number three to be delivered. I'm so very frustrated with this whole process and feel that Grand's customer service has severely lacked. I can tell you this, if my third stand is damaged in any way, I'll be returning it and won't be shopping at...

I had a great experience with my sales rep Crystal McKenrick whom I found to be perfectly charming, knowledgeable, and dedicated to helping me out. A+ for Crystal. I went in looking for a chair, didn't find one, then shifted gears to a mattress set which had been in the back of my mind. Mattresses are MUCH different these days than they were back in the day, there are a few different types now and there were lots to choose from, so I liked that they had a big selection. Crystal patiently..... VERY patiently.... helped me through the decision process and I ended up spending a lot more than I had thought I would, but left feeling like I had made the correct decision on a very important product in my day to day living. I had cheaped out the last time I bought a mattress and regretted it. Sleep is IMPORTANT, so money well spent!!! I feel comfortable spending my money with Grand because they are a community business and I know they stand behind their products and service. Their buying power also makes it more certain that the companies they do business with are reputable and will stand behind their products as well. Incidentally, I was also able to get a mattress that is 100% American made. They (Paramount Sleep) are also a family owned company in Norfolk, VA and have an established reputation supplying bedding for luxury hotels such as Blackberry Farm. Those are some of the things that assure me this rather large purchase is solid. Thanks Crystal. Appreciate your dedication.

Now for the negative, which took their 5 star rating to a three. Delivery. I had requested delivery after 11 am at the time of purchase and this seemed to be no problem. I had an appointment. Unfortunately, the delivery driver came at 9am and tagged the door when there was no answer. They had also made a phone call letting me know they would be there between 9-10am but I was in my appointment at that time. I called the number they left and spoke with some very nice people, and eventually was transferred to the warehouse manager who assured me they would send the driver back. I waited all day until almost 5 and no delivery. I called shortly before 5 and eventually was transferred to someone at the Valley View store office and that is where service REALLY went downhill. She was obviously someone at the end of her career (hopefully) who was not only completely rude but also completely unhelpful and indifferent. She told me the warehouse was closed and the driver had noted unable to deliver. When I told her what I was told she replied that they don't schedule specific times. They would have to deliver another day. No apology, and she never offered to schedule the delivery for me for another day. I had to insist that she schedule it, which she did schedule for the next day. Ironically, I did get three calls during the day from very nice people to see how my delivery went. I told them each time that the delivery was not here and what had happened. No one offered that the items would not be delivered.

Finally, here come Qua and Anthony at the end of this to deliver this 300lb monster up a flight and a half of turning stairs, all with a great attitude, fun, and courtesy. Completely professional and they didn't even scratch a wall or a newel post. They earned Grand another star, so...

Writing a review, because I feel like they have been given ample time to react to my situation, and have failed to reach out. I bought a couch from Grand, my salesperson was great, Corey Bailey. We paid cash, and paid for the couch, sectional and ottoman, to be delivered. Upon delivery, the corner of the ottoman was already separated, and there was a snag in the cushion cover on the chaise. No big deal, so I reported it, a service tech arrived promptly the following week, and diagnosed that he wouldn’t be able to repair it, they’d have to replace it, No problem! So they called me that following week, and set up a time to deliver the ottoman, and that was no issue, however, they had to order the cover for the cushion, and would call me when it arrived to the warehouse. So a couple of weeks go by, then a couple more, and we forget about it. Until I walk by it and remember to call th m during business hours, only to find out that there was no order on the part, and that it was only written in the notes. So the lady tells me, on the phone, it will be ordered, and I am assured it will be in, and I will receive a call when it arrives. Another month goes by, and I get sick of it, so I drive from Bassett, to Roanoke, a little over an hour. I go in and talk to the woman in the office, who tells me it has been in the shop since for over a month, and she doesn’t know why anyone wouldn’t have called me. GREAT. So she sets it up for them to come out and replace it, and they make the appointment for that next Wednesday, and the delivery drivers bring out the entire sectional and ottoman to replace. Big time miscommunication there. So I’m unavailable, and my fiancé is at home, when they deliver, and she tells them that there has been a misunderstanding, and they were only supposed to replace one cushion, not the entire $1400 couch. The delivery driver tells her that their entire day, until 4:00 is now off because they are supposed to be tied up in deliveries until then, or else the outlet will have them do something until then. Then he proceeds to tell her that there was nothing wrong with it when it was there to begin with, and tried to blame our dogs, who are trained to not even be in the same room. Very upset with the delivery team, and the miscommunication between departments. I was called to ask how the delivery went, and I explained myself, all of this, and was ensured that someone would reach out to me to speak with me on the situation. But I never received a call, not surprised. Extremely upset customer, and I have never had to spend so much time chasing my own tail to get something taken care of that should’ve been as easy as the ottoman being replaced. Most horrible customer service I have ever received!

EDIT: I promptly received a reply from the owner ensuring that I would receive a call from management, and three days later, still no call... Would love to could...