Cardi's Furniture & Mattresses — Local services in Swansea

We bought a queen frame, box and mattress and went to pick it up next day. We got there shortly before 4. The warehouse can’t help you with placing items in/on your vehicle so we left around 4:30 taking time to make sure the box was secure to the top of our vehicle. That being said, we had to drive at reduced speed to get home with no issues. A 20 minute ride turned into 30 since we live on rumford side of Pawtucket. We got home after 5p and by the time we got everything inside and unboxed the frame we saw it was a twin instead of a queen. There was no labeling and/or marking on the box it came in to indicate what size it was. Only way we could find this out was by opening the package. We immediately called the store and was told the warehouse closed at 5 (it was 5:28 now) but if we could get there before 6 they would switch the items for us. It’s a 20 minute ride, BUT now it’s rush hour so travel time bumped up 5-10min. After rushing to place the item back in the package and back in the car it was 5:33. Definitely had to be a shark driving back to the store and made it by 5:55. The store manager, (I believe his name is Brian?) said the warehouse guys left already but he would personally go grab the correct item for us and take the wrong one back.

I don’t want to give less than three because the manager truly did us a solid going out of his was to rectify the situation. He also explained there’s usually a flap that has a label indicating the size but the packaging on the frame we got seemed to have been missing that flap.

Brian, your patience and customer service truly saved this experience from being 100% terrible. And I’m extremely sorry if we’re not remembering your name correctly!

I would like to note: I’ve picked up from this store before years ago and didn’t have an issue. For what it’s worth it was just a mattress, hard to get that wrong in size.

HOWEVER, if customers are picking up and loading their own purchase(s), why isn’t there some sort of policy/quality assurance to guarantee we’re getting the correct item? How did we get a boxed item with no label on it when it should have had one? How do the warehouse guys assure that they’re grabbing the correct item for my order IF IT DOESN’T HAVE A LABEL ON IT? Is there a scanning system where they must scan it to make sure it matches the order prior to handing it to the customer at the door? If there is a policy already in place, it needs to be fine tuned so that this doesn’t happen again. My husband spent over a grand on these items, we’re picking it up and putting it on our own vehicle. The least you can do is make sure the item we’re getting is the item we paid for BEFORE it even gets into our hands. I get that it’s before the end of the work day so perhaps fatigue played a part, but I’d been up since 12:30am that day and finished working at 2:30pm myself. Then had to drive home for 3:20 to meet my husband then drive to the cardis. I was fatigued too, so going through this just exacerbated that even more. God forbid anything happened while I was racing to come back and get the right item, Cardis isn’t going to claim responsibility for anything. If we had any other stops or things to do instead of going straight home to unpackage the items then we wouldn’t have a bed to sleep in for the night and have had no choice but to come the next day to get the right item.

I get it, things happen. BUT THIS IS CARDIS. I believe this company makes enough money that some sort of system should exist so that this kind of thing doesn’t happen at all, ESPECIALLY when I’m picking up my own items that I payed over...

In June, my wife and I excitedly purchased a sofa from Cardi’s, anticipating its arrival in our home by October. However, our enthusiasm turned into frustration as the delivery date was rescheduled three times, each instance pushing it further into the future. When inquiring about the delays, the salesperson nonchalantly mentioned waiting for a full container from California before shipping.

Upon finally receiving the sofa in October, the delivery experience was far from satisfactory. The delivery personnel exhibited disrespect by attempting to disassemble our side Glassdoor unnecessarily. Despite my instructions, the delivery person persisted in removing screws from the door, only complying when I insisted they be put back. Unfortunately, during this process, our outside light sustained damage.

To our dismay, the sofa delivered did not match the one we had initially purchased; it had round arms instead of the flat arms we desired. Seeking resolution, I visited Cardi’s showroom in Swansea to discuss the mistake with management. The head of sales assured me that they would rectify the situation, inviting me to come down anytime for assistance.

However, when I returned to the showroom, the sales manager, who initially promised to help, left us to assist another customer without addressing our concerns. To make matters worse, he shushed us like children when we attempted to get his attention. The unprofessional conduct left a sour impression.

Feeling trapped due to the inability to purchase the desired sofa with flat arms, as the business severed ties with that particular supplier, we opted for a refund. Despite assurances from the sales manager that we would be taken care of, we received no discount on the replacement sofa and ended up paying more than the online price.

The saga continued as the delivery of the new sofa was delayed from the original promised time and eventually arrived in the first week of the new year. Instructing the delivery workers to follow specific directions for the delivery, I even had to cut down Christmas lights to clear their path. Unfortunately, in the process, I sustained a severe cut to my thumb, necessitating a trip to the ER.

Throughout this ordeal, we continued paying for the sofa from June until the day the replacement was delivered. While Cardi’s allowed us to use the original sofa temporarily, the overall experience tarnished our perception of the once-respected family business known for quality furniture and excellent customer service.

Despite Cardi’s historical commitment to community values and aiding organizations in need, our recent interactions have revealed a stark shift. The once-prized customer service seems to be a thing of the past, and our attempts to reach upper management for the past two weeks have gone unanswered. Cardi’s, once a symbol of quality and community values, now appears to prioritize profit, treating customers as mere numbers with little regard for post-sale communication or support. Buyer beware, as the Cardi’s of today lacks the values that once made it a trusted and respected...

UPDATE: Cardi's called me back today after I submitted the requested information below, and will be replacing the mattress as a warrantee claim tonight on their express delivery truck. I'm happy with the outcome, and happy with the speedy delivery, but disappointed that it took posting this review for it to be taken care of. The director of operations was friendly and passionate about his product, and I hope the rest of the customer care team are more like this in the future. Thank you again Cardi's for resolving this issue for us.

Please see here for my original review. I've modified it slightly as there was a comment made to us which may have been untrue, and out of the benefit of the doubt I've removed it.

I’m seeing a lot of good reviews and to be honest I’m very confused. I’ve had nothing short of a horrible experience with Cardi’s, and I’m telling everyone to spend their money somewhere that has respect for their customers instead of this place. The short of it is we purchased a mattress, box spring set, platform stand, and mattress cover (which was $300, but they tell you there’s no warrantee on the mattress unless you buy the cover) so we did. Spoiler alert, they did not give us ANY warrantee options anyway! Probably the only good thing was we received the mattress on the agreed upon date. Nice job delivery team! Right away we could tell there was something wrong with the mattress. There’s a huge lump in the center of the mattress from top to bottom and it causes you to slide to the edges at night when you’re asleep. It’s also just very uncomfortable. We called them within the first week of getting it and explained we may have received a defective mattress. They sent out technicians, both said they saw definite issues with the mattress while in person. Then the service desk calls you to tell you that they only consider it faulty if there’s a deviation of almost 2 inches, it needs to be 1 3/4 inches to be considered. It doesn’t sound like much, but think about a 2 inch lump in your side at night… I explained again about the lump and said that we did not want to switch mattresses because we changed our minds, we wanted the same mattress but didn’t think it’s right we should have to pay fees when it’s faulty. They have told us over and over that there is “nothing they can do”, so now we are stuck with this wretched $2500 mattress and still have to buy a new one (obviously from a different place) because we are in terrible pain every day...