Troy Furniture — Local services in Troy

We recently purchased 5 pieces of furniture from Troy Furniture. The console table we liked, we found at Carol House. When I mentioned this, we were asked who was the manufacturer, which we didn’t have, only a pic. Our sales person did a google search and found the item. She mentioned it was discontinued but the system showed 48 in stock. She stated she’d call and get pricing for us. Thought this was great, easier to get from one place and have all delivered at the same time. When delivered the rear legs didn’t fit correctly and all 3 doors across the front were different heights. They called the manufacturer and were told, they would send a replacement. When they attempted to deliver the 2nd one, the delivery men wouldn’t even bring in the house, they requested we come to the truck because the condition of this one was far worse than the one we currently had. Our sales person said that it had been discontinued because of poor quality and would reach out to them for next steps. A week later, we received a call indicating that there was nothing further they could do and all sales were final. Our sales gal, said we were informed of why it had been discontinued and nothing further she could do. Yes, she told us of the quality problem but NOT UNTIL after they tried to deliver the replacement. Had we been told this upfront, there would have been no way we would have even ordered it, I cannot believe how dishonest and now we are stuck. The proper thing for them to do is issue us a store credit to allow us to order a different console but we’re told unfortunately nothing they can do, we were informed of the problem. Yes, but not until after that fact. Just so...

I called to inquire about price matching because I wanted to shop local. Erin was helpful and I decided to buy a loveseat and sofa custom leather order. The brand was Lazy Boy. When it arrived in December 2022 it had multiple staples popping under the leather on both pieces. There were quite a few. Also, the leather on one of the footrests is stretched in the opposite direction of the opposing leather footrest. It's very noticible. After voicing my displeasure with the workmanship and asking for at least a replacement loveseat, Erin told me that this is the nature of leather. I have had many leather pieces in my lifetime and I've never had brand new pieces that look like this. This is not the nature of leather but rather the result of rushed workmanship and I expected TFC to stand behind this order. I'm disappointed and feel as though this company took the money but did not back up the workmanship. I will never get another custom order from this company because they do not stand behind the product. I was caught in the middle between TFC and Lazy Boy with nonsatisfactory results. The staples were removed from the sofa after they sent two different furniture techs to my home. This set was also understuffed causing deep wrinkles on this brand new set which already looks used. One of the furniture technicians said the same thing. This set doesn't have any heavy use thank goodness or this would be even worse. I am very disappointed and will not use this...

Stopped in hoping to find daughters bedroom furniture. Quickly and easily ordered with Carol. Furniture delivery was set for late morning when we had not heard from them by 11,called the store and found out we would hear back from them or the driver shortly by close to noon had heard from neither so called again after wasting our morning. Found out we could then leave and the delivery driver would contact us with at least half an hour to spare. All that went fine,then found out the warehouse had sent the wrong bed rails so they could not set up the bed but said someone from the store would deliver them immediately and we could set up on our own. When an hour had passed, still wasting our day, called to check on arrival because our entire day up until two had essential been wasted waiting on this furniture arrival. The response from Sandy was to argue that were were set originally for late morning. I’m sorry Sandy, when is 12:30-2 late morning ? Is it really something you should say when your customer wasn’t even able to have her furniture set up nor on time? Great customer service...