The Furniture House — Local services in Town of Saratoga

I'm going to provide a summary of about a year of working with this vendor. We purchased a good deal of furniture over the past year to completely furnish a new home. Overall, I will say that the person we were working with was great--seemed knowledgeable enough, super responsive even when we both let out a big "sigh" because of something frustrating related to a piece of furniture etc. We were in town sporadically, so I stuck with them because it was easier for us. Over time, we came to realize that many of the purchases had some type of problem. We also asked for an accounting of our purchases and payments because everything is done with pencil and paper and in an amazingly confusing way. After a year, we pushed on this and low and behold, they owed us money! Most recently, we raised a concern over a couch. One of the arms is protruding out and not square anymore--yes, this is the side I sit and lean on the most. Mind you, this couch has been in the home for about a year, but we don't live there full-time yet, so perhaps it has been sat on the equivalent of a month--at most. When I initially contacted the store, I felt brushed off by the owner very quickly (this was after he sent a rep from the store who agreed with me, said it would be a day or two before the owner got back to me after discussing this, but then the owner called within an hour with his decision--too quick to really review anything in my opinion). I guess when he realized I was not going to just sit back on this, he tried to at least make an appearance to address the issue. But he did so by coming over, basically ignoring the issue raised, and then focused on how we have a window near the couch and that this was the issue that was going to lead to fading, etc. He followed up with a text again blaming the window, then a letter basically repeating the text. He offered to have a sales rep meet with us, but was clear that there appears to be no issue, and certainly if there was, it has nothing to do with him. He did send me two arm protection/covers which he paid for--this was a nice gesture and I thanked him. I received a certified letter today (1/28/19) which stated, again, the owner's position about the issue that we had raised, deflecting to wear of material and blaming the sun. In this letter, he states that he feels he has given "exceptional service", and that he has reviewed the review and asked that we rescind what was written. Seems his real concern is any negative press. And in our correspondence with the owner, I had not even raised half of the problems with the other purchases we made (examples: wrong size, wrong top shape, ripped/broken very expensive chair, furniture that would not fit in the room and they destroyed the molding on the door frame forcing it in, a bed that collapsed at 2:00 am because it was put together wrong, etc., etc.). The workers who delivered the furniture often agreed with us about concerns. The owner keeps offering to have the sales rep (the person who undoubtedly earns their living based on the number of sales made by this vendor) get in touch with us which we feel is a waste of time! Don't rely on sales folks and their pitch--be very cautious. We had much better long-term results with furniture purchased from others. I know that others have had good experiences with this vendor--and that's great. Perhaps the owner should accept that it is okay that we feel differently and stop asking me to change my mind on a public post! People are adults--they can read all the reviews and make a decision. We know we will move on to a different vendor for future purchases. ...

We purchased a Kincaid sofa from them in 2020. It was a deep seat sofa. I purchased a matching sofa, but larger, 4 months later. I also chose to upgrade the cushions to the same grade as a sofa I had purchased Directly from Kincaid in 2017. When the sofa was delivered 4 months later (during Covid) I realized it was not a deep seat as ordered. Because I didn't want to wait (and I had gotten rid of the sofa I was replacing) Kincaid offered a concession to keep this one. Initially the concession for was the price difference they had charged me for the deeper seating, so not actually a concession. After a couple of weeks I realized these were definitely not upgraded cushions. After a very short time, I felt like I was sitting in a 10 year old sofa. I brought the two different cushions to The Furniture House to show the salesperson and the manager, and the manager did not bother to even sit on the cushions or try to compress them to see the difference. I then took pictures of the labels on the cushions (at the manager's request) so they could send them to Kincaid to verify that we received the correct cushions. How do I actually know this was done. After a lot of back and forth, Kincaid offered to do nothing for us stating that we got the sofa we ordered, which obviously we didn't. And that they considered this matter concluded. As a small business owner, if we make a mistake, we make it right so I can't imagine such poor customer service. I have since taken my cushions to a foam distributor to have them upgraded at my expense. The foam vendor confirmed that not only were these not an upgraded cushion and that these were in fact a very low density and entry...

Purchasing a barca lounger from the Queensbury store 9 months ago,we noticed the color had gone out of the leather in the headrest area and the right armrest. Our salesperson was very helpful when we brought this to her attention but said we needed to take this up with her manager. After calling Diane,we received a call from Mario. He said there was nothing they could do because of limited warranty. The removal of color from the leather was due to body oils. Very disappointed with the handling of this situation. We will not purchase any future furnitures from...