The Old Cannery Furniture Warehouse — Local services in Sumner

September- made my purchase after months of planning it all out and trying to decide on directions of furniture and colors. A beautiful large sectional and a large farmhouse looking dining set. Spent $4000+. I was told the table is ready to pickup whenever i want but the sectional will be 4-6 weeks. No problem!!! Our house wouldnt be done being built for another month. We have time. Early October- i get a call from a girl in the warehouse saying “someone else wants to buy the same table you have and yours is in our warehouse, since you cant pick it up yet can we give yours to them?” “We promise we will have one ready for you when you come to pick it up!” So i said sure. Thats fine. Mid October- same girl from warehouse calls me to let me know my sectional is on backorder now and i wont get it till around early to mid December. Not happy- but i guess there is nothing i can do but hope it'll come quicker. November 10th- go to old cannery to pick up dining room table and chairs! We are excited to host our first Friendsgiving at our new house. The warehouse guy brings out the table all by himself- which is VERY heavy, and he carelessly slams it down into our trailer with the arrow on the box going the wrong direction. My husband even said to him “shouldnt it be facing the other way?!” The warehouse Guy just says “its fine” and walks away. We get the table home- put all the chairs together. Bring the table inside and put it on the floor with the arrows in the right direction now. We open it and put the legs on. Pick it up to turn it over and the entire top of the dining table is smashed in. We spent so much time and efforts getting the table and putting it together. We felt really disappointed at the service and quality. November 11- i call old cannery and explain what happened. The women says “ oh sorry that happened but the table is currently on back order”. Your kidding right? The table thats always available is currently on back order now. Lovely. She said we should have one end of this week, we will come deliver it for you to make it right. How does Saturday 9-12 sound? Sounds great. Glad they are making it right. Saturday November 16th- i wait. And wait. And wait.... i cleared my whole morning. They never show. I call old cannery- i explain the situation..”please hold” “um sorry we must have lost your paperwork, we dont even have anymore of those tables..we are thinking maybe end of next week?!” Wow. Okay..now i am pretty angry. “We will call end of week to confirm your delivery”. Sunday November 17th- old cannery calls... our couch came in earlier then December and we can pick it up anytime! We still waited 8 weeks for it, but we will take what we can get. at least one thing had gone right so far. Go to pick up couch- Warehouse guy is loading it, again by himself...we hear a loud snap and says “whoops, what was that?!” ... we cant see any damage through the wrap that was all wrapped around the couch...so we carry on. Get it home put it together and there it is...our couch...the couch i had spent months picking out and...its the wrong direction and a leg is busted off. My sister in law luckily came over and helped us replan out our entire living area so that it made sense with the new sectional. Fast forward to the end of next week when i was supposed to get a confirmation call for delivery of our new couch. Ended up getting no call. So i called Friday afternoon, the lady states my table has been in warehouse all week but they dont have time now to deliver our table this weekend because they are full but she may be able to work us in. Says she will give me a call Saturday morning at 8am to confirm. Saturday- today- November 23rd. no call. I call them at 10am and ask for a manager..she wont give the phone to a manager but instead deals with it herself..which is fine.. 1:00 today we finally got out table and guess what! This one is busted as well! Do i recommend the old cannery. Nope.Would i buy again...

Lack of Accountability and Follow Through:

My shopping and purchase experience was wonderful. The 17 calls I placed inquiering about the status of my order was friendly. My issue is with the handling and tracking of product. As a customer that paid in full, in advance, without being offered a discount or deal for the delay described below, its safe to say that OC is overwhelmed and cannot manage their orders. Accountability is non-existent bc they either don't honor their word (resulting in damage) or COVID is the scapegoat. If you can wait 3 months and add an additional 2-3 months (total of 5-6) due to issues described below, go here. If you can afford delivery and are within range for delivery, go here. Otherwise, GO ELSEWHERE AND SAVE YOUR TIME AND MONEY. I was aware of delays due to COVID and was fine with waiting to support this business. But im NOT OKAY with the additional delays that could have been avoided had they been true to their word and actually executed on their follow through.

They ruined the bed of my truck -- My couch had arrived, never recieved a call until I placed one 5 weeks later. I called to ask in advance if there were guys available to load the couch into a truck. I informed them that my mother is tiny and would need assistance. Upon arrival, they have 1 guy. The couch is HEAVY. This guy proceeds to push the couch off the ledge, getting it stuck on the bed of the truck. Instead of asking for help, the lone man started shoving and shoving until it finally gave but IT RIPPED THE PLASTIC LINING OF THE BED OF MY FORD LARIAT. Way. To. Be. Accountable. And honor your word. I won't trust my elders to pick up furniture alone with them.

Oops! After 12 weeks of waiting, we've only just realized that they are out of stock!! --- I purchased a large and long dining table with a bench and 4 chairs. At 10 weeks (2 weeks past ETA) and about 15 phone calls later, I was informed that the table and bench arrived. We were waiting on the chairs and that they would contact the manufacturer for an update. I called back at 11 weeks to check on why the chairs were missing, I was informed they would arrive with a few days (what did the manufacturer say from the previously mentioned chec up call?). Week 12, 17th phone call, "the manufacturer went to check and they are actually out of stock and can't fulfill the order". Why wasn't this discovered two weeks prior when they said they would call the vendor to check? Now I'm looking at October or even November for a delivery of a product purchased in full in June... but hey, they did offer to assemble my chairs for me so that I could pick them up.

Room for growth here, wishing them the best through COVID. Just be wary of what you may get yourself into.

I plan on purchasing my second couch with them later in the future -- Eliminating COVID delays as an issue. But that's bc they are one of the few that carry the couch I want. If I can purchase it through another...

First, Mr. Dave Radcliffe, my initial experience with your company was with Vonette Walters as our sales associate. She was professional, kind, had exceptional customer service and was extremely supportive in helping us to find a sofa to fit a difficult space in our home. Then came the experience that was difficult to say the least. After 7-8 weeks from purchase- which was communicated...we called to get an update on the arrival of our new sofa to find that in was in transit! We were excited to be closer to delivery. After a week with no additional update- we called again to discover that it was in the warehouse. When I inquired about delivery- I was told for the first time that I would need to arrange delivery through your preferred moving company- which I did after asking for the contact info which was not provided at the time of the call. I called 3 times with no response. I then called Old Cannery to let them know- they said they would reach out to the movers. Got a call back the next day and a date was set for delivery. Today, I received a call from the movers stating that if I did not pay the balance within the next 10 mins- I would have to call to arrange another date and the tone felt like I was being held hostage! I called Old Cannery and said my husband was in a meeting and would get the card number for payment ASAP but did not know if I could get it to them in 10 mins. I asked why I was not asked to pay the balance beforehand when I CONFIRMED that the sofa had arrived? I just assumed that upon delivery I would pay? Guess I was wrong for assuming since communication here is significantly lacking. When I could not get a hold of my husband for the form of payment we wanted to use- the "Manager" said sorry that's our policy. When my husband called after stepping out of his meeting fearful after 8 missed calls that it was an emergency- I called to get the balance paid. I then asked for confirmation that the sofa made it on the truck for delivery and I needed the receipt for a payment made over the phone. After several hours- I then called again and was informed that indeed the sofa was on the truck for delivery and the poor movers were late because they waited and it was made to feel that it was my fault. WHAT? The communication, service recovery, broken processes, and making a customer feel guilty that they were the cause of your very poor communication? We will never buy or recommend this business to anyone. This will be how I communicate my dissatisfaction for a business that markets loyalty, trust, and customer service? And still no receipt for my held hostage sofa and a delivery window time- as promised. Hopefully this communication will create change on how you treat and value customers.

Update: my receipt finally arrived. My furniture- arrived the complete opposite orientation for the difficult space I needed. The movers scratched the paint off our door and have had to schedule a painter to fix it! Beyond...