Michael's Leather & Oak — Local services in Springfield

I've given hundreds of reviews across various social media platforms and they're generally all good. This is only the 2nd one star review I've given in 15 years. I'm in customer service and so I'm very understanding of the issues organizations deal with. We bought the top end sofa, love seat, recliner in the store. Major $$$. It took two weeks for one piece to be delivered, while we wait for the next shipment in December. That's fine, we knew that when we ordered it but 2 weeks seems to be on the long side. On the morning of delivery they called to say they'd be there in 10 minutes. After 5pm, over 8 hours later, they hadn't showed so my wife called. They said they'd be there within the hour. At 6 pm they called to say they were 45 minutes away which I couldn't wait for because we had reservations for my wife's birthday dinner which I was already late for because I stayed to wait for the delivery. They told me the manager would call and schedule Saturday morning. By 11am, no call so we called them. First they put us on hold, and then dropped our call. Called back and they put us on hold and then sent us to a voicemail that had no intro message. We called the salesperson and finally got to talk to a human and she said the phone issues happen all the time. They are now saying Tuesday delivery. I'm not confident. The furniture seems good and the sales people are good but its not cheap and I'd expect much better service than this. This place is a clown show. Next time I'll go back to the downtown furniture store they've always been great to work with and amazing customer service. I think it's Brenner's? Okay so it keeps getting better. We were told they would take the old furniture with no additional charge, but when they got here the delivery guy said they weren't told to take it. He called his boss and was told because they are a third party mover it would be $100. Also we bought the couch with a battery because we don't have a place to plug it in without stringing cords right where we walk. There was no battery delivered with the sofa... so now we get to call again and either get hung up on or sent to voicemail... This business is a total cluster at every step of...

I bought a lot of furniture from this store. More than $12,000 worth. The furniture is nice but the delivery men were horrible. I told them I would take the door off the hinges so they could get the sofa through and they said no it was fine. Then they proceeded to bash my door in, breaking the leg of the sofa and making huge gouges in my door. Then they dropped the couch on my wood floor and they made a huge mark in that. I complained and the furniture store sent someone out to take pictures. Finally they gave me a new couch since the leg was broken off. The delivery guys taped it up thinking I wouldn't notice???? The person they sent out to inspect took pictures. Then after months the delivery company sent someone out to look at the damage. I sent him pictures of the products used on the door and floor. He came empty handed. Went to the hardware for about an hour, came back with the wrong product, worked on it for about an hour and then said it can't be fixed. I ended up putting a rug over gouge in the floor and curse the delivery men every time I come home and see my ruined door. They said they would replace it but that was a month ago. This company is used exclusively as the delivery company for Michael’s Leather and Oak. You will end up having these jerks in your home if you buy furniture from them. I would never use Michael’s Leather and Oak again even though I like the furniture and I need more. Don't do it. You will regret it. This has dragged on for four months at this point and I have gotten no...

In November of 2019 we ordered a $6000 set of leather reclining furniture from Micheals Leather and Oak. We didn’t receive all of the pieces until Feb 2020. 3 of the 4 had small cuts and one of the reclining mechanisms had a small hole above it. We were supposed to receive replacements for those pieces but only received 2 which again had small cuts or scratches so weRe assured if we kept them temporarily we would receive replacements. For the hole above the mechanism they sent a tech out to “stretch” the leather so nobody would see the small hole and in the process he damaged the mechanism. I will upload photos if it will allow. We never received the replacements or heard from them again. For a $6000 cash sale I would expect my furniture to arrive in tact... however we do not live in a flawless world so replacements without cuts and scratches would have been acceptable. This is extremely poor customer service and an even worse business practice. I too will be shopping elsewhere and telling everyone I know about the experience we had...