KEY Home Furnishings — Local services in Tigard

I was a returning customer and will not be shopping here in future.

My initial experience was positive. I had gone in to purchase a couch and since all sales are final I was encouraged to see how the couch fit in my space before ordering a matching chair. This sounded reasonable and after asking about the delivery cost was informed that if the couch fit in my space and I decided to order the chair later, the delivery fee would be waived so I wouldn’t have to pay twice. Sounds good right? I thought so too, so we went ahead with the purchase. I paid using my Apple Card (this is important as it’s the only method of payment I have and is the main reason for the low star review).

A few weeks later I return to the store to order the chair. I work with the same person. I was surprised they didn’t have information about my previous order so we spent time going over the details again, picking out the model, the fabric etc… This was not a problem just a very minor time inconvenience. I mentioned that last time we had agreed on free delivery, and was told they would need to check with the manager. The manager denied the agreement. They had a special going for half price delivery so we could do that (currently offered to all customers). This was a little off putting but at this point in the sale I probably still would have left a 3/4 star review despite a little disappointment, primarily because the sales person was polite and I had been happy working with them.

We finalize the details and go to the counter to make the payment. I hand over my credit card. After a minute I am told they will not take Apple Card due to the fact that the card number changes and that in the event of returning a purchase, the payment couldn’t be refunded to the card because the number changed.

All sales are final so the reasoning seemed flawed. I mentioned that the ability to change an Apple Card’s number happens if your card is stolen and you request a new number (like most credit cards) or you opt in for extra fraud protection, in which case the security code periodically changes. I showed the sales person I did not currently have that option activated. They asked the manager to make an exception, and after a good while of waiting the manager denied the request.

They stated they do not accept Apple Cards and there were no exceptions. I pulled up my transaction from a few weeks ago and showed that the same card has been used for the purchase of our couch. The sales person informed me that they didn’t know at that time, but apparently were not supposed to have completed that transaction. I was told that if I wanted to complete the purchase I would have to use another card, and since I didn’t have another card I could do store financing instead. Store financing would require a credit check, which affects credit score but also would require several phone calls to unfreeze credit. This was not an acceptable alternative so we left. We found another dealer who sells our couch and took our business there instead.

Individually these grievances don’t sound much, but combined it was a very disappointing experience. I like to believe I am not an entitled person but I didn’t feel valued as a returning customer and the stores policy not to accept one of the most secure credit cards did not sit well at all. I’m sure if I had called to purchase and make payment over the phone the card number would have been accepted after all it is essentially a Mastercard with the...

Edit of review: our experience was great until the couch was delivered. The couch delivered did not have the same lounger as the floor model we sat on. When we placed our order we stated we wanted exactly what the floor model was, down to the color, minus one section and with the comfort cushions instead of just feather. That was our understanding of what was ordered for us. No other options for sizing of the chaise were discussed with us at the time of purchase. When delivered it was a smaller lounger. We were told it was ordered that way, but again, that is not what we said we wanted. No one even told us there was two sizes of loungers, and on the paper with options it only shows the one size (the bigger one). Of course our sales lady no longer works there. So no one to hold accountable except the customer. We have now been battling to get the correct couch and lounger. We are being told we will have to pay over $500 more for them to fix this mistake after already paying over $4k, and of course wait for the new couch to be made after waiting 5 weeks for our new couch. I have been playing phone tag with Jay and Brittany to get this taken care of, but haven’t been able to get a solid answer other than that they need more money from us. We were misled on our sale and now we are being faulted.

Update: after a lot of back and forth and phone calls, and escalation to higher management, they have agreed to replace our couch with the couch we were told we were getting. I haven’t heard anything about the status of this replacement for a few weeks, but I am hoping they make good on the contract and it’s in the works of being built. Will update when we receive our order.

Original review: We went in and worked with a lady named KC. She was very kind, informative, and not pushy. Answered our questions and gave us information we needed to make a decision on our purchase. We actually went home to do some measuring and think about our options before coming back and ordering our couch the next day. She was a pleasure to work with and the store itself had a great set up inventory to sit on and...

So it was snowing yesterday but I wanted to get some furniture and called and they said they were open which made me happy because I liked the furniture and accessories I saw on their website. I spent most of my time with Danielle twirling in circles and my head spinning because there were so many things to choose from but some things that would not go with one thing I liked but I would have to wait 4 to 6 weeks. I wanted to purchase the furniture yesterday when I was there. After a while and walking around and looking at all the beautiful and cool furniture, I finally came to a decision primarily because Danielle understood that what I wanted is what I could get and bingo I could. So while I was waiting for Danielle to write up the items I continued walking around and found myself picking out three large artificial trees, a really cool metal and wood lamp it's a box lampshade and also a really cool round ottoman with storage inside. I noticed a very pleasant smell, something yummy. Burning was a candle by VOTIVO a higher end, slow burning candles they offer. I had to get both scents. So overall I got what I wanted. The furniture was higher end but the price I felt was awesome. The other employees were very pleasant and since it took a while to get everything written up I had a chance to spend a little time talking to each of them. I definitely recommend for just about every reason for someone to go and spend some time shopping there. You get really good service and explaining what they have and what you want and they're just really super cool people. I will find myself back there probably within a month to do some more shopping for my home. Thank you everybody and Happy...