Gustafson Furniture & Mattress — Local services in Rockford Township

We ordered 2 couches on January 1, 2018. We were told the couches would be delivered within 6 weeks, and likely before due to how many were already in the warehouse (over 200 as told by our sales rep). Today is April 4th and our last couch was just delivered. Throughout those 3 months we experienced horrible customer service, terrible communication, and even worse follow-up. We asked multiple times for someone in management or upper management to call us to discuss the delay in delivery date and we always had to keep calling back in order to get anyone on the phone. We paid in full at the time of sale and only after the last couch was delivered did someone from upper management (Jamie) call us, at which time she was unhelpful and unsympathetic. We strongly feel we were taken advantage of because we paid in full, so Gustafson’s was not concerned with handling us as important customers because they already had our money. This post is not to complain about a delay in delivery time it is to make people aware of their horrendous customer service. We were referred to this store by a long time customer of Gustafson’s and neither of us will do business with them again.

David,

Thank you for replying. I believe it is expectation that furniture gets delivered in perfect condition especially when it costs someone over $5000 and they paid you in full for it 3 months prior. The issue was that this furniture came way past its expected delivery date and we as the customer had to be the one to continuously follow-up to see what was going on each week. We called multiple times before we could ever get someone to call us back and even when we finally got someone on the phone there was no clear communication as to what the delivery date would be or where the couch was. Over the last month of waiting for the final piece of furniture we asked for an Executive team member to call us and this did not happen until after the last piece of furniture arrived so she could conveniently reiterate that now we had our furniture so everything should be fine. The “waived out of town delivery fee” you speak of was sold to us before we made our purchase by your sales rep as she knew how hesitant we were to even want to wait 4-6 weeks for our furniture. In the end we waited 14 weeks for our furniture, experienced very poor communication and never once were offered anything to make of for this large...

My husband and I have always bought local and always had great service at Gustafson’s and Al Grace. Well, this last time (and I’m saying last time because we will no longer be buying from Gustafson’s). I DO understand when I purchased the chase sofa we were in a pandemic but was still quoted 12-14 weeks. My order was pushed out about 2-3 additional times, I’m sure Lori noted the 1 time she called me to offer a refund (but prior to that I had visited the store to check on the arrival estimate and called-so Lori was following up, DOING HER JOB). Unfortunately the reason I purchased the couch was because I wanted it. I was told the 3rd time it would be in April 15, I’d really lost all hope on receiving this sofa...but to my surprise when I CALLED it was in! Well I asked to speak to Lori for the EXTRA LONG wait if they would deliver it (I had scheduled a friend to help back in February when I was told it’d arrive-now being 8 weeks later I would have to arrange getting a truck and help together). Lori called me back and snapped at me “No, no there’s no way we can do that” had an awkward chuckle (the one when things are uncomfortable) and I asked to speak with some else. I stated I wasn’t happy with her response. She let me know she was the “top dog”. Never ever have I had some refer to themselves as the top dog. Ridiculous way to speak to a customer!! Lori also went on to tell me her own furniture is not coming in until June (do you tell a customer that? Im confused with her management style and how she is still employed after reading other comments about her). I am disappointed at the way she treated me! To find out Jamie is the manager so I asked for her. Lynn said right now Lori is the “top dog”. Again!! Who lets their employees talk to customers that way?? (Please make sure when you look at our account you go back SEVERAL years to see ALL the purchases we have made-not just the most recent) I hope this review leaves others (shoppers) and management to take a closer look at Gustafson’s team and choose to shop elsewhere. I KNOW I will NEVER step foot back in there. On a pleasant note, Emma at customer service was helpful. Still I will never go back!! The people that did help us load the sofa were very disorganized and slow. We waited over 30 minutes for the couch...

I appreciate my sister-in-law's effort to support me with her review, but when the reponse from the company was full of lies about me, I must defend myself. I am disabled in a wheelchair, getting older, weaker and have been looking for a mattress that I can move on. This was the second try. Being assured that it was covered by a 120 day sleep guarantee for an exchange. I was also required to purchase a protective cover for $59.99 that was required for the gurantee. I realized when the adjustable base and mattress was delivered after Thanksgiving that it did not look or feel like the one in the store. I even noticed that it seemed shorter than my old one. On measurement it was 73" not the standard 75" for a full size. It caved completely when I transferred from the wheelchair, which the one in the store did not. I suspected that they substituted a lower quality mattress for the buy one (adjustable base) get one half price (mattress). I gave it a fair try before searching out a Sleep Number mattress, which is working beautifully. Since I could not exchange it for another regular mattress, I stopped in during the buy one, get one free sale, still within the 120 trial period. I explained my situation, hoping they might modify the policy slightly, by giving my the current sale price. It is not uncommon for a merchant to give someone a sale price for something they bought before the sale. All I did was explain this to the person at the coustomer service desk and ask to talk to someone who could approve such a thing. She hesitated, but went into the office and a woman, I did not know, came out charging toward me, yelling and berating me. This was my first contact with the store about this. Looking at my paperwork more closely, I realized that my mattress retail price was $959, but the required price point for this warrantee is $999. Another sneaky thing. I believe in treating people with respect and kindness. I never use foul language or yell at customer service agents. I highly recommend the Sleep Number mattresses, just down the street and they do actually have a money back 120 day...