Horton's Furniture — Local services in Wichita

"We have been longtime customers of Horton's. My mother recently (July 2013) moved to new home and bought a few new furniture pieces here at Hortons. One of them was a power reclining chair. My mother complained the chair intermittently would not recline up and some times not recline back down and had to literately climb out of the chair. I was at her house over Thanksgiving and flipped the chair over to find a bolt/screw that had been driven through the wiring harness right into the bare wires. The screw went through the wiring then into the wood frame. It is a wonder this did not cause a fire!

We asked Hortons if she could exchange or be refunded the price she paid for the chair. We spoke to Shelly at Hortons who relayed back to us that "Management" would like send out the "Touch-up guy" to see if he could fix. I said we were not interested in repairing and wanted a new chair but they insisted on coming out. The "touch-up guy" then called me to tell me that he did not have the parts to repair it. Shelly then said she was told by management we could exchange the chair for another in the store.

My mother looked through the store and was not able to find a replacement chair she liked. I then asked Shelly to refund the price of the chair. Shelly responded that since it was bought July 2013 the Owner of Hortons said he would not issue a refund and said we would be given store credit or he would order parts to be repaired. This is only 16 weeks after purchase and a large screw was drilled through the wiring harness!

This has been a huge waste of time for me and a huge waste of time and inconvenience for my mother. This is not the way you would expect a fine furniture store to react. Instead you would think they would be glad to refund and sincerely apologize for the inconvenience and not to mention the possibility of burning down my mother's new home!"

Buyers...

If nothing goes bad, I suppose Horton’s is fine, but if there’s a problem, they’re terrible. We bought a 2-piece set 2 months ago, in February. Within a matter of days the upholstery on the recliner proved defective. It was under warranty, so Horton’s picked it up and sent it to their upholsterer. When it came back 10 days later, it looked fine initially, but within 48 hours, the same problem reappeared. Horton’s was willing to send it back to the upholsterer or refund our money for the recliner if we returned it. Steve refused to let us return the couch, even though we the two pieces were purchased as a set. We wanted a SET. Anyway, we had our doubts about another “repair,” so we elected to return the recliner. Now don’t have a “set” anymore. We have a couch and we now have to find a coordinating recliner. And we’re NOT HAPPY WITH HORTON’S! I had to deal with Steve on this issue. His customer service skills are sorely lacking. He was terrible. He was arrogant and snarky. I don’t like it when someone talks down to me. We won’t be back and we won’t recommend them. Be advised, their Home Stretch brand has some design problems, so if you’re looking at that brand and decide to buy it (bad decision), get the extended warranty. You’ll need it. And good...

This review is based on their online and phone service and not their products. I am convinced that Horton's is too busy saying "no" to potential customers instead of saying "yes". I was trying to buy a lift chair for my mother in Mulvane, although I live out of state.

First, I sent a request through their online chat and it asked me for my zip code. I entered it and it came back basically saying, "Sorry, you don't live in our service area".

Then, I sent an email asking for a call back at a specific time from a sales rep about a lift chair for my mother, who lives nearby. The consultant emailed me back saying that, "Yes, they have lift chairs and to call back and specifically ask for her"! OK, but I asked you to call me!

A few days later I decided to call back as hadn't heard anything. The receptionist asks me a multitude of questions and then sees I am from out of state and stops me midsentence to say they do not deliver out of state. I tell her that this is for my mother in Mulvane and I know they deliver there. Why on earth would I but something two states away and expect it to be delivered to me!!! She is snotty so I tell her there are other furniture stores in Wichita.

Horton's, you make it too hard to...