Baer's Furniture Co. Inc. — Local services in West Palm Beach

I have been a loyal Baer's customer since arriving in FL approximately a year a half ago. I used them to finish a condominium, 2 bedrooms in a house and a complete apartment for my father-in-law. I love my salesman, George and have had good interactions with the store manager. Their breakdowns occur after the sale. The delivery team is non-caring, rigid, and difficult to deal with (to be kind). For our condominium deliveries, we have requirements that they occur within certain work hours. With all of our deliveries this was noted when scheduling the day of delivery. Invariably (with only one exception) when we received notification the night before deliveries, the schedulers ignored our requirements and scheduled deliveries with windows extending beyond our allowed work hours. When I called customer service, I received a blank "we have no control over that" and their best offer would be to send an email restating the work hour requirements which were ignored in the first place. It should also be noted that delivery window notifications are automated and after delivery team work hours, so no one is there to take a call, and there is no way to have any input. The following day a call to the delivery team would be met with almost hostile, argumentative service personnel who state that, again, nothing could be done. The trucks are already loaded and deliveries must occur in that order. The ordering salesman should have notified us. Well the ordering salesman notified them every time. The customer service personnel notified them every time. And every time they ignored the notifications and scheduled deliveries beyond our allowed work hours. The best they could do is contact the driver and reiterate what they were already notified about and have him TRY to make it there before work hours ended. Efforts to speak with a manager were blocked. The frustration and aggravation isn't worth it for me anymore. I will no longer be ordering from Baer's. And that's a shame since I really like what they have to offer.

Since my review above, I was contacted by Baer’s customer relations’ manager who was eager to reconcile the problems I had with deliveries in the past. I must say she made an outstanding effort and reinforced everything I like about Baer’s. The customer service was excellent, including follow-up phone calls to ensure satisfaction. She was able to refund the delivery charges of the past and promised to track my next delivery and work with the delivery manager to ensure that it would be delivered within the timeframe allowed by my condominium. When my delivery (special order) was received at the warehouse, she called me personally and said that the delivery manager promised her that it would be the first delivery of the day and that it would be delivered in the morning. The delivery arrived in a timely fashion, well within condo working hours. The customer relations’ manager made this significant improvement happen, and she intends to continue to pursue the problems previously encountered with the delivery department. Unfortunately, I feel obligated to report however, that despite this significant improvement in service, that the delivery was made as the second stop of the day (vice first as promised by the delivery manager to the customer relations manager) and it was made shortly after noon (vice in the morning, again as promised by the delivery manager to the customer relations manager). This is why I only bumped up my rating to 3 stars - there are still problems with the delivery department. If they cannot fulfill their promises to a Baer’s manager, how can I expect them to meet delivery restrictions in the future without a manager’s intervention? To summarize, (1) I still like all aspects about Baer’s (with exception of deliveries), (2) This most recent delivery was an improvement, but required managerial intervention, and (3) the delivery department continues to disregard any directions, including their own...

The delivery guys did a great job delivering my replacement sofa. They managed to go through the somewhat difficult stairway to the second floor and two doorways without incident. They were very accommodating and polite. That part was worth 4.5 stars.

Just before the delivery persons left I noticed a crease in the sofa fabric on the left side cushion where it was probably wrapped. I presume that will straighten once the sofa sofa stretches out after the restraints were removed.

Previous remarks on furniture I previously purchased:

After purchasing a love seat, a problem developed later. The loveseat started to sink towards the middle. Baer's said they would repair it but after over 6 months they never came and finally decided to ask if I would exchange it for another unit. they offered no additional compensation after having to wait so long for a repair that never happened. So I looked for other furniture but everything was so much more money. There was nothing in the price range that was close to the furniture I already had. Finally, without much choice, I picked out another sofa from Natuzzi at a higher cost of $400 more. now new problem has developed with this new Natuzzi leather sofa After having the sofa for over 7 months, the seat had a very obvious where spot from me sitting in the sofa. Now you think that was common, but I’ve had furniture from other stores for three or more years and never developed the seating problem that this Natuzzi leather did. Now they told me they’re going to repair it by putting a new cushions and the armrest that had sunken will be filled with stuffing. It would take 4 to 6 weeks for them to fix it. It’s now five weeks after and they still haven’t contacted me and made no other effort to make me satisfied. I believe their service in this instance is about as bad as it could get. Their contact is terrible and their communication was lacking. I spoke with Ms. Kathy Baer to see if I could get a refund and I could go somewhere else to buy furniture and they refused said it wasn’t something they do so now I’m stuck with furniture that I don’t like and I have to wait for them to fix the sofa. Even if they fix it, It is not likely I will ever buy furniture...

We went to Bears Furniture for our living room furniture because of the quality. We ordered our entire living room set which took 6 months to receive what we ordered and in the meantime our Bears sales rep quite working for Bears which made it more difficult to communicate and get our ordered pieces that a major deposit was required to order. When finally delivered a glass piece was broken while removing from the truck.(not wrapped in any way) One recliner on the sectional would not recline. That took another 6 months to get repaired. Meanwhile could not use. Plus the majority of the pieces had dirty hand marks in many places and a tare on one of the top corners from being moved around and carried without wrapped or at least covered. I excepted everything and cleaned and sewed it myself because I no longer wanted to wait to have furniture. The expanding dinning table once we put in place ended up being so short for our dinning room area, but once excepted it is yours. We expected so much more from Bears considering their reputation, but overall very disappointed.

To Bears Furniture Manager, Military Trail, In answer to Bears Store manager, our purchase account will be under the Names of Jeffrey & Nancy Gagat. Please also see the email response sent to the email given below in your response to my review for ways you may make our experience with Bears Furniture a much better one. Thank you Nancy Gagat

FYI: As of 11/30/21 We are still waiting for a response from Bears Furniture Manager to help make our bad experience a better one as he stated he would like to do for us after spending well over...