Passport Furnishings — Local services in Springville

revised review after contact from owner I appreciate the effort in making the situation right. I’ve adjusted my review to a 4 star. Also in regard to the 4 chairs I was able to pick up and put together, they seem to be of great quality and appearance. I’m looking forward to getting the other 4 chairs once they arrive.

This review is strictly based on my customer service interaction.

I purchased some chairs and upon picking them up (they were out of stock when I ordered) they were running a promo that if you spend 500.00 or more they remove sales tax “new sales only”. When I asked if I could be credited the 7.5% they said no. I explained that as I have not picked anything up, if I were to cancel today and repurchase today it would save me the 7.5% and seeing that this was 100% within my capabilities, I asked that they refund me the amount. They acted like that request was beyond ridiculous and still did not budge. The girl helping me said she would ask the manager. She came back and said the manager said they would not honor it. I guess not every store operates like Costco where the customer is always right. The little things...

Their furniture is beautiful, but the customer service experience has been downright awful. We ordered from the St George store (they were great) and had it shipped to the Springville store for delivery. The lack of communication has been so bad. St George would let us know stuff had been sent on the truck and we’d never hear from Springville. So I’d call and try to get some communication multiple times on delivery. This went on for weeks until I finally rented my own trailer (a recommendation from the St George staff) and showed up at the warehouse where we were told “we only have one guy so you better have help”. I thought it was a one off, but here we are doing it again with some chairs that took a lot longer than expected. St George called two weeks ago, letting me know they’ve been sent on the truck, but Springville can’t be bothered to even communicate with us on where they’re at. I left multiple messages for a manager with no return call. We spent over $10,000 with them and have been treated like we are just an annoyance at this point. As much as I love their furniture, it’s not...

Horrible customer service! Called a few times—Gave me managers email and he didn’t even respond!! We ordered 2 identical couches and they were delivered just before August. We noticed something a few weeks in that felt like cardboard sticking out the fabric in the back—we pushed it back in because it felt like nothing. Now 1 of the couches is completely sagging in the middle and nearly on the floor. We thought maybe there was a missing leg or something so we checked the other couch—nothing. And it was completely fine! It’s also how we double checked it was indeed BROKEN in the center.

I have told so many people how amazing passport is and I’m so disappointed in how they are handling things. It’s too new of a company to NOT take care of their customers!!! Especially when we have so many options! Local isn’t awYs...