Furniture & ApplianceMart — Local services in Wausau

*9/26/25-still incomplete. Calls now ignored. NC since 8/24/25.

*Edit - 7/29/25 - service came with wrong handles. And no screws. Bed still incomplete.

My husband & I ordered a custom bed on 3/14/25. Brittney was our salesperson, she seemed nice and wasn’t pushy. In reality, she wasn’t good at her job. Since it was a custom bed, we were told that it would be delivered the end of May. We received our first notification that our bed was ready for delivery on 5/12/25. Unfortunately we did have to reschedule it to another day, so we set a date to 5/15/25. The day before we broke down our old bed & gave it to a family member who needed a bed frame & we placed our mattress on the floor to sleep on, since it was only one night we figured it wasn’t a big deal. Around 8:30-9:00pm on 5/14, I received a text message from their AI bot saying that they needed to cancel delivery because all of the parts of our bed weren’t in. And someone would be in contact with us soon. Nobody was in contact with us soon. It took three weeks & it was us reaching out to them. My husband called on 6/5, to speak to Brittney, but left a message. Instead Dave, a manager called me back. He told me that when the bed was originally ordered back in March, someone (Brittney) forgot to order the headboard. So they just held off delivery of the entire bed, when in reality everything else could have been delivered and we didn’t have to be sleeping on the floor. It took us 3 weeks to get an actual answer to why our bed wasn’t delivered, not because they communicated it to us but because we had to continuously follow up with them. During that call Dave told me he’d put the order in for the headboard ASAP. So that means it had NEVER been ordered. At this point I was just happy to be scheduling delivery for part of my bed and hopeful to get delivery over and done with.

So on 6/13, everything but the headboard was delivered. And it was just fine. Zero complaints.

Then on 6/26, we had our headboard delivered. Do you think that went without any issues? The headboard comes with two drawers. The two delivery people ask me if I have the hardware for the drawers. Of course I don’t. They tell me that they don’t either. And the drawers aren’t even drilled for the hardware. Seems in the rush, Dave, you forgot to include the custom hardware for the headboard!! So these two poor delivery people call their manager and let him know what is going on. They tell me what their manager tells them, someone will go and grab the parts and be in contact with me within 24 hours. I’m satisfied with that and they leave. I should have known better. I called the store and left a message for Dave on 6/27. I also spoke with another person, a woman, who said she’d look in to this. She promised me someone would return my call. Nobody did. My husband updated his own Google review and this company of course apologized and I told me to call. I don’t want to call anymore, this isn’t my fault. It’s yours!! So then today, 7/28/25, I have an appointment scheduled for tomorrow for the hardware to be installed. The service order is written “ ASSEMBLY|CUSTOMER HAS THE PART, PLEASE ASSEMBLE THE HANDLE TO THE HEADBOARD.” I don’t have the part. So I called customer service & spoke to Doreen. I asked her what she saw. She said that she saw that the part(s) are in the Wausau store. She’ll send an email to the delivery manager to make sure they pick up those parts before they start the day. I asked her if I wouldn’t have called, would they have picked up those parts? She of course couldn’t tell me that but I think I know the answer. I’m not going to get my hopes up that 1. They actually have the hardware tomorrow or 2. It matches the other pieces. And I will have wasted another day because of this company & their inability to simply order what is listed on an invoice. We have ordered several pieces of furniture from them over the years and were even given a gift card for our troubles with this order, but I guarantee we will never, ever spend another...

I've spent thousands of dollars at F & A and every piece of furniture or appliance has either stopped working or has fallen apart! I would NOT recommend buying ANYTHING from them unless you enjoy being lied to by customer care staff and their management teams. Save yourself the hassle and shop at Best Buy - at least they have appropriate processes in place to obtain parts, provide support and repairs, and appear to actually care about their customers.

First experience: Bought our first Bosch dishwasher from F&A. Stopped working within a couple of months. Tech came back multiple times as wrong parts were ordered and lack of experience of tech to even fix the dishwasher.

Second experience: in January 2018, called to fix new leather love seat I purchased that was ripping apart. 4 months later in the end of April, it was fixed. I had to call and ask if the part was in and the gentleman on the other end says "Oh...it arrived yesterday," I immediately knew this was a lie. When the tech finally came over to replace it, he had verified the piece had come in over 4 weeks earlier.

Third experience: December 2018, bought a second Bosch dishwasher from F&A for our new home, stops working about four months after purchase. So we wait two weeks for someone to look at it, get an email saying the pump drain will be shipped to us, it never arrives. It took multiple trips from tech to "fix" the error code. Fast-forward a couple months, the same error code is appearing. After MULTIPLE calls to the service department to obtain part and service, we were told they would not schedule a tech until they had the part - which takes weeks to even get a tech to come out when the part is actually here. Wait once again and don't hear, so we once again reach out to find out the part arrived a while back. Again, no reach out from customer service to schedule service and no notification that the part arrived. Come to the day of "service"... finally, and once again the tech does not show up within the service window. When he finally shows up, I ask what date the part arrived and it was 3 weeks prior. He replaces parts and leaves. When I go to use the dishwasher next, I notice that it is not reinstalled straight. Under the ledge of the counter top, the dishwasher sticks out more on the left side versus the right side. Call F&A to schedule another appointment to get the dishwasher installed straight - have to wait another two weeks.

I have called and requested the service department manager reach out to me on numerous occasions - requested through the customer service call center. They are unable to provide me with a direct number to either the manager, Alex, or his manager, Mike; and unable to provide me with an email address. I was just "assured" they would reach back out to me; which has never happened even though I have requested NUMEROUS times.

Every time I've called customer care, I have to wait on hold for at least 20 minutes, sometimes no one will even answer and you have to leave a voicemail after waiting on hold.

As you can imagine, we have tried to give them the benefit of the doubt - but it has been well beyond one or two instances of bad service. On top of it all, to not have leadership that cares about patrons is obviously being communicated to the workforce as can be seen in their customer service. We will never again...

For the last 30 years my late husband & I have shopped at the Furniture & ApplianceMart, Wausau Store. We bought a high quality bedroom set which is as functionally sound and beautiful as the 1st day it was delivered to our apartment in Antigo. We have purchased matrices, bed sheets, multiple chairs, sound systems, TV's, freezers, etc., etc., etc. My late husband & I always paid for the extra insurance/coverage/warranty. Although the warranty cost a little extra it served us well with every purchase. We have never needed to use the warranty, yet not only did it give us the peace of mind that just in case something went wrong it would be covered; we, on every purchase received 1/2 of our warranty money back from Furniture & ApplianceMart, Wausau Store, in I think it is called, "Happy Credit" or "Happy Money" ?? Whatever it is called Furniture & ApplianceMart gave us 1/2 of our money back to use on another purchase that we select at there Furniture & ApplianceMart Store. In March 2023, one of our chair warranty's expired. I couldn't find a thing functionally wrong at all with my chair. I even had a friend look over the chair to make sure my chair was in tip top shape before my warranty expired &/or before I accepted the "Happy Credit" or "Happy Money". Now, I am 100% disabled as a result of a major stroke. Some times I can drive & some times I cannot. I am sincerely grateful to: Anne Greenwood, Appliance Sales Professional for her time & attention. In one phone call I was able to speak to Anne. We discussed exactly what I was looking for and my health limitations which made my purchase a challenge. I wanted/needed to buy a dishwasher. However, I needed to buy this dishwasher without walking into the store. I needed the dishwasher to be delivered, set up, etc., etc., etc. According to Mayo Clinic, Rochester, MN, I am not suppose to lift more that 10 lbs. Anne was able to give me information to answer all my questions plus she was able to provide me with information which allowed me to consider all my options which was fabulous. I used my "Happy Credit??" to pay for my white glove, VIP installation treatment. I am more than thrilled with my recent dishwasher purchase at furniture & ApplianceMart, Wausau Store. I would share a picture with you but I cannot. My dishwasher will be delivered & installed in my house this Friday, 4/14/23. Until then I feel like a kid waiting for Christmas Eve. I just have to dream about my new purchase & I won't even have to...