Grace Furniture — Local services in Town of Marcy

We ordered an expensive recliner through Grace Furniture in Marcy, NY. Our experience was very disappointing and their approach was a "dis-Grace." Even though the recliner was $300 more expensive at Grace Furniture compared to the online competition, we decided to support the local business and ordered the Barca-lounger from Grace Furniture just because it is good to keep the business local and we also believed it would be more convenient to work through a local retailer. We made the above very clear to the salesperson before we ordered the recliner.

The recliner was delivered, an absolutely stunning piece, but unfortunately it does not fit our needs in terms of seating comfort. Within a half hour of delivery, we called Grace Furniture and told them that we could not use this recliner because it was too short and uncomfortable to us.

Grace Furniture stubbornly REFUSED to accept this new recliner, instead they suggested to keep the recliner and just get used to it! (We think with a $1,300 recliner, we should not “have to get used to it in time”, it should fit our needs right away!)

Their staunch refusal for exchanging this recliner was due to the fact that we had signed a “special-order” contract. (Btw. this is not a “customized piece” it is just that Grace Furniture generally does not carry this model!) Close examination of the sales order contract does not state a refusal to take back a special-order item.

Instead it says “Special order not subject to cancellation”, (we did not cancel the order, the recliner was delivered and we paid for it), and in regards to returns it says: “Any returns may be subject to handling, delivery, reconditioning or other charges.”

We offered to pay a restocking fee AND offered buy a more expensive recliner from them! There was not even an inclination of trying to comprise or find a solution, instead a complete refusal….and a “just get used to it!” comment.

This kind of treatment from Grace Furniture will definitely ensure that we will not make another purchase ever from them!…. Thumbs down for Grace...

I initially gave them a 5 star rating because our initial visit was and the selection was a great experience. However, since we placed our order we were promised 6 weeks for delivery because of special orders, which is understandable. After the six weeks were up and went it past 8 weeks, they never called to let us know what was going on. We called them and it took a day for them to get back to us and they let us know that the materials were out of stock and back ordered. Two weeks later we had to call back again because no one had I formed us of any progress. We were promised that the product would be about 4 weeks more. Now that the materials have arrived 5 weeks they delayed our delivery because we were 25 miles away and that they wanted to habe a full truck (even though we paid for additional delivery charge). Now the day before the delivery. they call and say it won't be delivered on the day promised because now all of sudden they don't have the product!!!!!! No promise of...

Purchased a picture that was hanging on the wall. When I opened it at home the frame broke.Held together by 3 staples. I just picked it up by the sides of the frame when unwrapping it and it fell apart. I went back to exchange or refund. After explaining what happened I was told over and over there are no exchanges or refunds there. The floor employees just kept repeating it was fine when it left so we won't take it back. Sad to see a company that at one time years ago was considered a better furniture store with a quality product go downhill so much.The quality of the picture was like buying at big lots. It's like they bought out their inventory before they went out of business. They took me for $200 and insinuated I was lying about how it broke. Be careful shopping there. After they take your money the staff shows their lack...