United Furniture Club — Local services in Santa Clara

Sharing on behalf of my husband’s experience: This company is the definition of a horrible experience! Back in April 2022, I purchased several furniture items totaling $2550 (including a sofa). Fast forward to Jan 2023, the couch (even though it had normal wear and tear) had broken beyond repair - signaling a faulty product. I went personally to the store and shared the issue with them - they were very cold, not understanding and frankly, blatantly rude. After much negotiation they eventually said that they will replace the sofa after inspecting it. It took 3 weeks (and 5 separate phone calls) for them to come and pick up the sofa to take back to the vendor for their required inspection. Within those 5 phone calls, they shared that they had 'continued to reach out to the factory, but the factory never got back to them'.

Early April 2023, they approved the replacement stating that I could reorder the same one - or select another and pay the difference (I chose the latter). While we looked, I selected one and the salesperson verbatim stated 'this is not good quality, it will break just like your last one'. I then selected another valued $600 more (how convenient for them). I was told that they would have to special order, and it would arrive on or before May 16, 2023. From May 16-26 (and taking my money promptly for the replacement), I called them 6 separate times in that window - no couch had yet to be delivered. They had a myriad of excuses as to why, yet failed to give me a definitive date on when I could expect my product I had already paid for. Eventually, they stated it would be delivered May 27 between 10a-12p. The day of, they called and stated their previously quoted delivery window was not going to work - instead it had to be moved to 4pm. 4pm came, no couch.

At that point, frustrated, I told them to cancel my order to which they replied they do not do refunds they only do replacement (not a solution, as it got us in this mess in the first place). On May 29, I asked for an update, telling them to make it right. They informed me that the Manager would contact me on May 31. It is now June 5, and I have yet to recieve a call from this business or it's manager and I still don't have a couch.

From the moment I walked into their establishment, their quality of customer service has been poor at best. They communicate in circles, with no resolution in sight. I want to emphasize how rude they have been this entire process - condescending, unhelpful and dismissive. Do not spend your money here - you...

First of all , the owner needs to find better people to hire with good customer skills. I wish if there was something lower than one start, and i will give that to this place. I went there to buy some furniture, and finally found what i was looking for, then i started negotiating with the old bold guy with glasses.. He said i will give you 10% discount if you pay cash.. so i tried to ask him to help me little more and started getting upset, angry and then talking to me really loud and aggressive. I told him that im asking for $100 less and treated me like i am jus no one.. by the way i was planning to buy stuff for about 3$3000 to $4000. This guy has no manors or customer service skills. I went to store near by thais place, and got the same exact stuff for $300 less. so please take the signs that said beat the price and more. I wish of the owner take care of his place with better...

Fantastic! My husband's family has been getting their furniture here for years. The gentleman at the store provides outstanding service. We knew our desired dementions and colors for a sectional. When we didn't see what we were looking for he helped us special order exactly what we wanted for an unbeatable price. When we got home we discovered our measurements were incorrect! We quickly called the store. He switched out one of the sections with no charge for our mistake. Delivery is SO worth it. The guys came within the stated time frame and got it all set up. They were also very nice to my son who watched them build our beautiful new sectional. Overall good service, good experience, and GREAT price. The best furniture...