The Furniture Mart — Local services in West Fargo

I've never wrote a negative review in my life but feel like furniture mart deserves one! Wish I could give zero stars! Went in and made a large purchase during a big sale. Decided to do the long term interest free financing. I told the sales person I didn't want to make the purchase that day, so I put down 25% so they would hold the items for me. About a month later I called him back up and said hey I'm ready to make the purchase now, so he pulls up my ticket. I ask him if I need to come into the store to fill out or sign anything. He says no he'll take care of it tonight and then whenever I have some free time to swing in and grab a copy of the receipt. The next morning I stop by in a rush to work (and I know this part is on me) they ask me to sign the receipt before giving me a copy and I did in a hurry without worrying too much. As I looked over the receipt later I realized I was charged $450 more for something I had bought then it had been listed at. At the same time I was returning a tv stand that came missing pieces and holes (extremely frustrating) I went over to ask what had happened. The sales person told me that when you do long term financing you don't get the item at the price it is listed at. He then insisted he made that clear to me before purchasing. Obviously he did not or I wouldn't be wasting my time writing this. His manager backed him up on this claim. Extremely shady business practice if you ask me! Oh yeah that tv stand I returned the same sales guy says something is going on in our system today but your card will be credited within a few days. Over a week later I look at my credit card statement online and it hasn't been credited yet. So I call over there and a nice girl pulls it up and says "sorry yeah sorry don't know what was going on with that I'll get it submitted." My assumption would be the sales person loses his commission when something is returned and just never submitted it. Not planning on ever stepping foot into this store ever again after dealing with this!

Edit:

Got even better tonight after having friends over for a game night and someone complained their chair was loose. When I turned the chair over to tighten the nuts we found it just flat out didn't have one. I paid the whatever cost it was for them to set it up. Mind blowing! It will cost me $.10 to go get one but seriously!? Ashley and the furniture mart?

This might be the worst company in Fargo. Unfortunate because I believe in local shopping but will never ever deal with these people again.

Second edit:

Giving me the $450 you crooked from me would never even come close to making it right. This has nothing to do about money. Your company is awful and I will never give any of your stores in town another...

Had a great experience with the salesperson when we ordered $8,000 in furniture. A week after it was expected to get our furniture I had to call and see what was going on. Told it was delayed and they would call with an update in a week. I called them back 2 weeks later, still waiting for it to ship and we'll call you with an update when it's in or in a week. I called back a little over a week and asked again what was going on. Was told by the person answering the phone part of our order was in and had been at the warehouse. From previous conversations with the salesperson, he told me they would deliver part of our order as soon as it came in since it was over a month longer than originally told. Asked about the partial deliver we were promised and told they don't do that unless we pay for it. Three days later, I finally was able to talk to the salesman we worked with again and asked what was going on. He arranged delivery for the following week (FINALLY). So part of our order was delivered 7 weeks after it was originally slated for. One piece was broken (didn't recline properly), wood console was all scratched and scuffed up and stitching was coming apart. NOT HAPPY!! Called the service dept. got a tech out, waited 3 weeks, he came out and took pictures and then said someone would call and discuss options. 3 weeks later, still no call so I called them AGAIN. They would need to order a part for the recliner and would touch up the stain on the wood and stitch the seam, BUT, they hadn't ordered the part yet. So I asked why, we need to do call backs on 6 states so it is taking some time. I don't know what they were doing a call back for, didn't even get into that but said please order it so we have working furniture! Also one of the chairs that was delivered (and special ordered fabric) was the wrong freaking chair!! When I told the saleman about this, he told me that was the chair I asked for. I know for a fact it was not, because I sat in the exact chair I wanted in the store and said order THIS one (rocker) in THIS fabric. He said okay, even confirmed THIS chair (rocker), THIS fabric. Yes please. So he said he has now ordered the chair I originally asked for and it would take at least 12 weeks to get in. So...something that should have taken 12 weeks originally has now taken 18 and I still don't have my entire order OR working furniture!! And anyone who has read this far, I will say this, if you want a great salesman who makes mistakes in ordering and a company that has terrible after sales service and doesn't care about their customers satisfaction, I would recommend Furniture Mart! If you don't want this experience...go...

Two parts - Purchase and Delivery (Customer Care/Service)

Purchase - We worked with Chris D. on the purchasing of a sectional. Chris was not pushy, very knowledgeable and helped with color selection. He had other clients in the store and would come check on us every few minutes to make sure he could answer any questions. He also helped us with the mattress specialist in picking out 4 mattresses for our new home. Chris D., you are awesome and worthy of 5 stars.

Delivery Part 1- Come to find out, delivery is subcontracted out to a third-party and our mattresses came first. This delivery crew was hasty and ended up scratching a brand new footboard we had purchased elsewhere (setup for less than 12 hours). We took pictures to the the store and asked them to replace it. Their position on this was shocking and we were told that we needed to work with the delivery company (even though the store contracted them). The store manager did have the delivery company send a repair technician out, but the scratches were still visible and the stain color used was much darker than the original finish. An expectation we had was that after notifying the store of this damage was that they would take care of it. I was wrong. I asked for the regional manager contact, and after the first phone call, realized this was going nowhere and we were on our own. However, I did get a call back stating that Furniture Mart would reimburse for the replacement and a technician to swap it out. Although I'm not sure why they wanted me to pay for it and submit for reimbursement. I ended up going to the other store to purchase the replacement and they offered to swap it out. Talk about going above and beyond customer service. I'd suggest Furniture Mart take a page from this book and do the same. In the end I still did all the running around and swapping out of the footboard myself.

Delivery Part 2- Delivery of the sectional was a great experience. Different crew (Gus and Tyler) were very good at taking care of the sectional pieces, our doors, hardwood floor, etc.

Overall, not sure how to rate this, but the customer service with the store manager around the damaged product and us having to take care of all the running around and swapping out was not the expectation nor was it a pleasant experience.

I would still recommend this store as Chris D. was great to work with and product and just hope you either get a good delivery crew or pick up and set up yourself. It's also not the associates fault that the upper management really lowered this...