Grand Furniture — Local services in Virginia Beach

My entire Grand furniture experience has been a complete nightmare. I have never in my life had to write a review for a business before, but I have to inform others what this establishment has put me through. I went to Grand Furniture on May 3rd to purchase a bedroom suit. I walked in, the first thing the salesman tells me is “let me show you everything we have in stock right now”. He shows me 3 bedrooms sets, everything else is out of stock. I purchased one of the sets, and paid for it cash, outright. He later calls me and tells me the dresser was damaged & won’t arrive with the rest of the furniture set. He stated it should arrive a week or 2 after the set is delivered. It is now July 1st & I have yet to receive my dresser. 2 weeks past by, I go back up to Grand (May 12th) to purchase a living room set & dining set (I just bought my first home, so my house was completely empty.) I also came up to the store to find out the status of my dresser, since NO ONE, I mean no one returns calls at the store! I had to leave a voicemail numerous times. Very poor communication & it is very hard to get in contact with anyone! I paid for the living room set and the dining set in cash, because again, the salesman (a different one) is only showing me items they have in stock. I decided to give Grand the benefit of the doubt because the sales reps makes everything sound so good & promising. I know that’s their job. I understand they’re trying to make a sale but they need to be honest with their customers. All of my living room furniture didn’t arrive until weeks later, at different times. Very frustrating. I had to rearrange my work & life schedule too many times just for the delivery. I’ve called so many times in regards to my dining room set. My experience with their customer service alone was terrible. Poor phone etiquette skills! It is so hard to understand the voicemails because the employee in the credit office has poor annunciation of her words. She left a message that was so unclear, she had me dialing the wrong call back number! The voicemail translator couldn’t even understand what she was saying. She speaks so fast like like doesn’t care about what she’s saying, as if she just wants to cross my name off of the call list. No one is on the same page when it comes to this company & their merchandise . So many employees from this company tell me so many different things. No one knows what is going on, I’m constantly misinformed. I get a call from the delivery office, to confirm a delivery. I get a call 2 hours later from the store telling me items that won’t be delivered, after they just told me they were! they always say “I’m not sure why they told you that”. I have been told that very line at LEAST 5 times from different people. I’ve called to speak to the manager but I’m always told he’s busy with a customer and he will call back but he never does! When the items are dropped off at my house, the deliver man ( I know it’s know their fault ) is always telling me there’s an item missing! They have made 3 separate drop off’s for ONE living room set!! One day, they left a note on my door saying they tried to drop off an item and I wasn’t home. They also said they called me! I was expecting a few things to be delivered, (although there was no confirmation sent about the delivery) like my dresser and my dinette set, so the note wasn’t a surprise. I had not heard one knock on the door or gotten one phone call. I was awake during the time the note states it was placed on the door. Nevertheless, I called the number on the delivery note. The woman on the phone told me it was a mistake & that nothing was expected to come for me. She then insulted me by telling me “well, do you owe on your furniture? maybe they were coming to collect items you haven’t been paying on!” I TOLD HER NO BECAUSE I PAID FOR EVERYTHING IN CASH AND I HAVE NO...

Below is Grand Furnitures blanket response to the damage on my furniture. However, they will only look at pictures! they refuse to actually have someone come to my house and look at the actual damage which will show the tears are the product of inferior materials and cheap manufacturing. PLUS they don't even acknowledge the facts that we were lied to during the sales process when we were told the materials were 100% leather when its clearly thin cheap man made materials or the fact we were lied to during the sales process when they stated the warranty will cover any damages regardless of the cause or circumstances. they would rather go to court and battle it out than do the right thing by their customers. Grand has made allot of money in Hampton roads preying on the hard working people of this area by selling cheaply manufactured goods at premium prices and banking on the fact most people don't have the money to hire attorneys to do anything about it. anyone else who has been taken in by Grand Furnitures dishonest sales tactics and inferior merchandise please contact me directly at barnesrandy2012@gmail.com. Together we can unmask Grand Furniture for what they truly are. I'm attaching photos of the damaged furniture for all to see. you can see the damages couldn't possible be done by an animal digging or clawing and first and foremost you can clearly see the materials are man made! NOT LEATHER as we were told during the sale. see below for original post and response.

"On 2 Feb 2020 I purchased a couch and loveseat from Grand Furniture in Virginia Beach. I told them at the time of purchase I needed something durable because I had a large dog that would be sleeping on it and I myself am a large person. The items the sales associate helped us pick out was supposed to be a high quality leather set that she promised was the beat they sell. She also told me if I buy the extended 5 year warranty that will cover me no matter what for years to come. I bought the set and the warranty. Less than 30 days later both the couch and loveseat started coming apart in the corners. Stitches and fabric both tearing. It was not leather at all but a very thin and cheap man made material. When I contacted Grand about the damage their response was we don’t cover damage that may or may not have been caused by your dog. First of all I sent them pictures showing the damage and in no way could the location of the tears be caused by an animal clawing or digging, secondly not only did the sale associate literally say the warranty even covers pet damage but there is no mention at all in the paperwork I received that day that has any pet stipulations. Grand Furniture told me sorry about your luck. You still owe us over $2000 for torn furniture. But they did offer me a $200 gift certificate. I don’t recommend anyone to shop with Grand Furniture. The products are cheap and poorly made but what’s worse is they don’t stand behind their products at all and actually lie to your face to get you to buy them".

Like Share Response from the owner 11 hours ago "After reviewing your photos the damage was not caused by a manufacturer defect. This was caused by an incident/pet damage. We have offered to credit your warranty back and a $200 gift...

I bought a couch before moving to Texas. The sales manager knew I was moving and talked me in to buying the extra warranty because it would take care of me out of state. With in a month of having the couch the frame broke and the stitching on the seat is coming a part. I was then informed the warranty wouldn’t cover me cause I am outta of state. If I wanted coverage I would have to return the couch to Virginia. I am a government contractor, for Air Force. I just moved here to cover their contract here. I can’t just drive a couch from TX to VA, especially since the couch has been discontinued. I bought the couch 6/25/2015 for $1213.31 The Sales manager that sold it to me name was Woody. I paid an extra $ 99.99 for the warranty through Grand Furniture's warranty company Montag. I filed a claim with them on 08/2015 Claim a few days later, a man came out to fix the couch. He fixed one board in the head rest that was broken but was unable to fix the frame. Said he would need to order the part. 09/28/ 2015 I got a letter in the mail from Montage saying they have been trying to get a hold of me. My phone shows zero missed calls. Any way I called them back 09/29/2015 and spoke with Jen in the discontinued department. She (Jen) told me they couldn’t fix the couch unless I brought it back to VA. Since I can’t do that they would refunded me $79 what they say I paid for insurance. I called Grand Furniture to let them know what was going on. I was told I still need to make all payments, to bad so sad they can’t help, but let me transfer you to woody(sales Manager) so he can explain to you. I got transferred to his voice mail and have called back several times today but just get transferred to his voice mail over and over again. I left one message for him to call me ASAP . The Only reason I bought this couch before I left was because of the sales tactics used by the sales manager Woody, telling me that the warranty would cover me out of state. If I would have known that I had no coverage or limited coverage out of state I would of never paid extra for the warranty or...