Hennen Furniture — Local services in St. Cloud

We went down to Hennen's last May because they were having a memorial day weekend sale. We ended up getting a table and couch, and spent about $1700. Because we spend $1000 on our couch, we decided it would be worth it to get the extra warranty. Our couch had a Chaise at one side of it (not sure if I used that term correctly) and was delivered in 2 pieces that we had to connect. One of the connectors was installed too high on one piece of the couch so 1 leg on our couch always was lifted off the floor. The connector kept falling off constantly and we would have to rescrew it in to put the couch back together. This started happening a couple months after we got the couch and happened almost weekly from there on out. Then, in January, the chaise portion of the couch suddenly fell as I was sitting on it with my 4 year old niece. I called Hennen's because we had only had the couch for 6 months at this point and I still had 6 months left on the manufacturers warranty plus another 6 months on the additional warranty I had purchased. The guy working asks me to email him pictures, to which I do, and then he proceeds to accuse me of doing more than just sitting on the couch because it shouldn't have broken from just sitting on it. He asks if it was just me sitting on the couch and I told him me and one other person were to which he tells me that won't be covered under the warranty because only one person is meant to sit on the couch at a time. Even after telling him it was my 4 year old niece sitting on it with me, he claims that's too much weight to be on the couch. My niece weighs maybe 40lbs and I was at 160lbs so apparently nobody over 200lbs would be allowed to sit on this couch then? Nowhere in the terms did it specify a weight limit or that only 1 person was allowed to sit on the chaise at a time. So the guy tells me it'll be $100 to fix the couch that was still brand new to us. I end up calling the other warranty place that I purchased the additional warranty through and apparently they only cover stains or tears on the couch! Nobody told me this at the time of the warranty purchase, they told me it would cover what a manufacturers warranty wouldn't. I would have never bought the warranty knowing that. I am so mad at Hennen's for their customer service and how unhelpful they are with their warranty's. I am still paying off this couch and don't have the $100 to fix it, so I have had a couch I can't use for 5months now because Hennen's won't uphold their warranty. I was planning on going back their this summer to purchase a new bed frame and mattress but because of their poor customer service, I will never be shopping...

Our experience at the store was good, the sales rep Amy was helpful however her knowledge of the features of the bedroom set we chose didn't include its unique features which we figured out on our own. She was helpful in writing down measurement details for us and checking the catalog for additional options. She told us some of the pieces were in stock and the others would arrive in a couple weeks for delivery as a full 5 piece bedroom set. When the set was delivered to our home, 3 out of the 5 pieces were damaged. I called the store to talk to her and she was out for the day, I spoke to the manager instead. He looked up the order and told me that Amy wrote "as-is" on the paperwork and he was going to have her call us to handle it because of that. She never told us anything was going to be "as-is" or off the sales floor. We weren't getting a discounted price to reflect anything less than new condition. She called a couple days later, did not apologize or ask to see the damaged pieces. She said she contacted the manufacturer and new pieces would be shipped in 10 days and then delivered to us. TWO MONTHS later with no communication in the mean time regarding the delay, the new pieces arrived and were just as damaged as the first pieces. My husband declined one piece and mixed and mingled pieces from the other two to make the best option possible however still damaged. I called again, Amy wasn't in, I left a voicemail. She called me a couple days later and left a voicemail stating "that particular company, thats the way the sets are going to be, if you are not accepting what has been delivered out twice, then maybe we need to consider you looking at a different group". I'm not sure why Hennen's sells furniture from companies that deliver damaged and unfinished products and place the blame on the customers being too picky when they haven't even seen the products that were delivered. Very poor customer service experience. Unfortunately I don't have a photo of the worst piece where an entire front edge of the night stand was banged up and the attempted repair/repaint was done in a white pain that didn't even match or cover up the damage and had pain splatter all over the gray foot piece below. These are pictures of the furniture that we have, the best of what was delivered in the 2 deliveries. Low quality for the...

We went to Hennen's for their President's Day sale, as they had a great sale going on. My boss had purchased numerous pieces of furniture from them in the past, so they were highly recommended. We found a nice sofa & loveseat with throw pillows for a great price. We picked out the material for the furniture and pillows, paid our deposit and placed our order. The furniture was on backorder, so we waited the 6 months for it to come in. It was delivered today and the delivery men wouldn't bring in the cushions until we paid, which is fine. I came home from work and discovered that they didn't deliver the pillows. I called, and was told they'd check and call me back. 2 hours later, Amy returned my call to tell me that the company never sent them I asked if they also had to be made, and she said yes. I asked how long that would take, and she said probably as long as the furniture. Say what!? We may end up stopping payment on the check so we can make sure things move a little quicker, as it sounds like they don't follow up on their...