Arwood's Furniture & Mattress - Missouri's LARGEST Furniture Store — Local services in Warrensburg

One extra Star for being pleasant people; yet wholly embarrassing as a company due to their glaring ineptitude of bungling our order multiple times.

Buying new furniture is not an easy process, nor is it an inexpensive one. One usually puts numerous hours into researching various options and weighing alternatives. Such was the case for my wife. For the two of us, this was to be our first "big" purchase as newlyweds. It was an important decision for us--one we wanted to get right.

After first visiting Arwood's, we found a sectional, took the information and did some measurements. We returned a few days later to place our order. Our initial salesperson was now on vacation, but the new salesperson was helpful.

We wanted to switch one piece of the floor model, which the salesperson said would be no problem. He went back to write it up, but came back with multiple pieces switched out. He told us it was an issue with pieces connecting to another piece, and assured us everything was correct and the flyer we were looking at was confusing and everything just looks backward on it. At this point I was thoroughly confused, but I trusted his expertise and we placed our order.

In four weeks our delivery was scheduled to arrive (we had to call them to find out if/when it was being delivered). I joked with my wife about the chances of the whole thing being wrong-- I just had a gut feeling. Sure enough, the delivery guys unload all four pieces and the orientation is completely backward.

We get a hold of the sales manager, who apologizes for their error and assures us he will be our new contact and will rectify the situation. The backwards sectional gets loaded back on the truck and back to Warrensburg. We already had plans to have our old couch moved out and sold, but now we load it back in the house and set it up again.

Three weeks later our fixed sectional is ready to be delivered. Once again my wife and I joke about "what if it's wrong?" We say we'll just ask for a refund and move on to another company because surely Arwood's cannot mess this up again.

This time there are new delivery guys who are equally pleasant as the first crew. We get all of the pieces in our house and we notice AGAIN IT'S WRONG. This time one of the pieces we need is completely missing, and instead we have another piece we never ordered. The first words out of the delivery guy's mouth was, "Well this is unprofessional and embarrassing." 100% accurate my friend, 100%.

They call and figure out what happened. They determine somebody special ordered this piece just for us---which we never ordered, and this piece was loaded on the truck instead of the final piece we needed. They claim it's in stock, so they drive back to pick it up and tell us it's an 80/20 chance they'll be able to fix it today.

I let the sales manager know our order was wrong again and he seems shocked and says he'll get to the bottom of it and let us know when things calm down in the store. Three hours go by, however, and we haven't heard from him. It made me feel our order and business were not a priority.

The third delivery is finally correct. We ask about buying the extra piece they delivered as it matched & looked nice, and someone at the store says it's $400. Seriously? After the nonsense we've had to endure and the extra time we had to sacrifice waiting on incorrect deliveries? No thanks.

Overall, every person we dealt with was very nice. Individually, they're great. As an organization, however, it was a complete nightmare. The disorganization and miscommunications at nearly every step were embarrassing. Seven weeks, three deliveries, and multiple headaches later we finally have what we ordered. They auto-send a text asking for a review when you first order. I'm glad I waited to write it. This was as fair & accurate as I could make it. I'm not upset with them or their employees. But Arwood's needs to get it together if they ever want our business again. I felt the public should be aware so they could make an...

I spent hours in Arwood's choosing the perfect furniture. I repeatedly explained to the salesman that I must have a 3 cushion sofa. He gets a catalog out and shows me the exact sofa that I want. I order 2 of them plus 2 recliners to match them. I then go and buy a $1000 rug at the carpet store to match the colors of the furniture that I chose. After 6 weeks I have the furniture delivered and the sofas are 2 cushion models and not the 3 cushion that I ordered. I sent them back with the delivery man and spoke to the salesman immediately. After the delivery men left, we noticed that one of the chairs had a rip in the side of it. I live an hour away from the store and was told that they "insist" that I come in when the manager is there to deal with the problem. After repeated calls to the manager in a 3 day time period (that were never returned), we went to the store in person. The salesman explained to me that the picture in the catalog that he showed me as a sofa was actually a sectional and not the sofa that he priced for me. I explained to him that I had already purchased a giant rug to match THIS furniture and felt like I had to purchase in the same family to match it. He then showed me the sectional and I told him that yes, I would take it. I then get a phone call from the salesman that they will sell me the original piece for an extra $1300. My husband called the manager (who still hasn't bothered to call us back) and told him that we thought we were buying this exact piece in December for the quoted price. He explained that he was sorry, but it couldn't give it to us for that price. He then offered to bump it down to $400. I am sure that it is a great deal, but we were quoted a price and already paid it. It seems absurd to me for them to expect us to pay for the salesman's mistake. So, we are now a family of 8 that has one recliner in our living room. My husband told the manager that if he can't give us the furniture for the quoted price, then we needed them to come and get the recliner that we still have and refund our money. He stated that he would be happy too and they would be out to get the chair today. Where was this speedy service when we didn't have any furniture and no one was in a hurry to help us get it ordered? I feel like this was a blessing in disguise as I can't imagine what they would be like to deal with if any warranty issues ever come up. I will tell everyone that will listen not to shop...

I Special Ordered a recliner with a specific fabric & color. I paid in full with a check. When the chair arrived, I picked it up and noticed the color was lighter than I remembered. The fabric number I ordered, on my receipt, and the label attached to the chair were different. I contacted my Sales Person, Patricia D., who told me the number on the chair label was not a fabric number but was a serial number. Really??? Turns out it is a fabric number. I went back to Arwood's to try to find the sample for the fabric/color I ordered to check the difference in color. The swatch I ordered from was no longer in their store. No one knew what happened to it. They acted like that number never existed. After speaking with the Sales Manager, Bill, I was told if I could find a fabric/color I liked & could exchange the chair. Bill was to contact the Company Rep and try to unravel the mystery of the disappearing swatch. I couldn't find a better option so told Patricia I would wait to hear from the Vendor Rep and then decide what to do. Patricia emailed me & stated that the fabric/color I ordered "has been discontinued for some time". At this point I asked to return the chair. Patricia emailed me and stated I could do so for a full refund. I returned the chair but did not receive my refund as the person who writes the check called in sick. A different Sales Manager, Greg W., assured me the check would be sent out the next day and that he would personally call me when it went out. Three days later I called Greg about the check. He said it just went out. Three days later, I called again and spoke with Mary, who told me the check is ready to mail. She said the (Arwood's) has to make sure my check cleared the bank before issuing a refund. This was new. I gave them the check more than a month prior to this. I asked Mary not to mail it & I would pick it up. I did so. I called Greg W.that same day & told him how unhappy I was with this whole episode. His response was that this was my fault in that I was supposed to pick a different fabric and replace the chair. He also said I was lucky he didn’t charge me a 25% restocking fee. Really? Sorry for so lengthy a review but I feel context is important. This was not my first purchase over the years from Arwood's. I've always been treated well in past transactions & that's what makes this episode so sad. I'm sorry to say that I will never again set foot...