SouthSide Furniture — Local services in Tyler

My overall in store experience was positive and I had a friendly and knowledgeable sales person. My issue with Southside arose because I made a mistake on the product I ordered (my fault) and ultimately what I paid for and received was not what I wanted. It was not something they had on the floor, and their website has basically no information on the product. At the end of the day, I ended up with a sectional couch by Ashley that was not what I wanted, and Southside took a firm stance on the "all sales are final" fine print in their policy and offered absolutely NO help to try and make me happy. No restocking fee option. No take it back and pick out something you do like... Nothing except the "Sorry, we have your money now and there's nothing you can do about it. All sales are final.".. I'm sorry, I really wish you would see the bigger picture of your own customer's experience and care about the customer more than the transaction. The Ashley sectional we ended up with is cheap quality and will not last long with our kids, and even though they are the "biggest Ashley distributor" they cannot get the same sectional that the Ashley Homestore has that is much lower price, better quality, and would stand up to the punishment of kids. I would pay you a restocking fee so you could recover your precious margin and you would resell this thing in no time and we'd both move on and be happy. But no, all sales are final. On top of that, the "employee pricing" discount you gave me, the "as low as I can possibly go" price was followed by a 20% off sale the VERY NEXT WEEK that was not as big of a "discount" as provided to me. The owner wouldn't talk to me about it either. Next time? No thank you Southside.

UPDATE: Responding to owner's response to correct some false information he/she gave and give some context to the situation.

Your response to my review is another example displaying your clear disconnect with your own customer’s experience and lack of care after the sale. You are presenting false information, and NO attempt has been made by the owner to contact me to clear any of this up. I tried to contact the owner but they refused to talk to me nor set up a time where I could come in. No call back. Here are the facts:

1. The only discount that was applied on the invoice over the listed everyday price was 15%, not the “20% plus an additional discount” referenced. I have a copy of the invoice guys. The following week, there was a 20% discount applied store wide. Wow. I could have saved $350 even after the Southside “discount” by purchasing from an online retailer, but chose not to because I wanted to shop local and trusted the salesman’s pitch that they work really hard to go above and beyond and make it right if any issues come up. In hindsight, I made the WRONG decision. At the least the online retailer (as well as just about any other furniture retailer I know of) has a return policy! Not Southside though, BUYER BEWARE!
2. When I bought the couch in store, the salesman told me they don’t have that on the floor but “we can get it”, and “we’re the largest distributor of Ashley in East Texas”, and “we do what we can to make sure everything is right”. It was not laid out so eloquently as the owner would suggest as “well we can order it, but it’s at YOUR OWN RISK!” That wasn't the message before the sale, but is clearly the message after.
3. The reason I have not had Southside send someone into my home to fix the quality issues I found is because why would I have them spend more of their time and mine to fix a couch I don’t want? I’ve been trying to return it because it’s not the one I want! At this point, because the owner is digging his/her heels into the ground (and refusing to call me back or talk to me), and giving ZERO tolerance or options, I’ve pretty much come to grips with the reality that we’re unfortunately stuck with the couch and a bad experience with Southside. If you're genuinely concerned with your quality issues and want to fix them,...

Recently stopped by to look for some side tables, possibly a nesting type of style. When I entered the store with my wife we were hesitently greeted by a store employee. We told him exactly what we were looking for and he responded saying that he didn't know if they had them and took us to a section of the store to look ourselves. On the way to that section, the demeanor of the employee made my wife uncomfortable as he talked about how his head was like a vast warehouse of information and he was trying to recall what fruniture the store sold making a references to Indiana Jones. This was okay and he did find us a set online after talking to the owner that we might have bought. While looking around before we decided if we were going to get the nesting tables, we came across a sofa table that we liked. We thought it would be a good desk except it had an uneven surface, so we asked the employee if the store had a similar table but with a smooth surface. He told us he wasn't sure, but the owner was walking up so he asked her. Her response wasn't what we were looking for, she snapped at us and said, "what this table as nesting tables.” She acted like my wife as stupid and then stared at us like we were in her way of where she was walking to. After that remark I quietly whispered to my wife for us to leave the store. We won't be going back solely on the way the OWNER of the store treated us...

Walked into store around April bought 2 bedroom sets for my children bed and a house frame bed for one of daughter's. My son's bed came with a built in light that after 3 months stripped and fell on my son's head while he was sleeping, my older daughter only got her headboard when order the sales rep told me the side rails where not being manufactured at the time due to covid backup so I would receive metal frame for now which never fit the holes for headboard . I called multiple times for months and they tried to tell me I only bought the headboard to her bed and her dresser took 2-3 months to even come in because it kept coming in damaged then when it finally did they never brought the connection to connect the mirror to the dresser then the movers said they would mail it to me never did. Then the couch set I bought the sales rep told me being vinyl it would not rip like leather does it's December only a few months old and it's completely coming apart on the loveseat. Quality of furniture is cheap and service seems great till you pay then your out of luck I spent around $5000 and they told me I didn't buy my daughter's full bed just the headboard and even though they have a copy of the receipts they want mine. Go...