White Furniture — Local services in Wyandotte

Past experiences with a company are only as good as their present day experiences. We've shopped at Whites for years, no problems in the past, but that is no longer the case today. My wife & I are two retired individuals, we were in need of a mattress, judging by past experiences, we shopped Whites Furniture first. We checked out their mattresses & landed upon an Englander hybrid mattress, we inquired about it, Carol (who has been our salesperson in the past) told us that this particular demo mattress was discounted in order to get in newer mattresses, we were apprehensive about a demo mattress, my wife questioned her on many fronts, "what if it doesn't work for us after getting it home?" etc. She assured us that there's a 20 year warranty on it, have any problems within that time element & we will pick it up & have a new one delivered to you no charge - It sounded like an unbeatable offer, so we bought it. In a short span of time the matress began to sag dramatically in the center, you would literally have to roll a few times to the mattresses edge in order to get out! Neck pain, back pain & hip pain is what ensued, we decided that it was unbearable ,so we called Whites, described the conditions (we were not spring chickens any more & this played a determental part to aggravating our arthritis). Whites had us contact Mike the owner, Mike asked us to send him some pictures, we did, over email, but they were unexceptable, he sent a representitive out to measure the depression in the bed, it was determined to be 1 3/4" off, but they needed it to be at 2" off in order to send it back to Englanders (which we later discovered through reviews & independent analyzers, that it was not a good company). The easy fix that Carol had described to us as a safeguard, was fading away very rapidly! We were told by the Whites representative that it's bad but has to be another 1/4" bad in order to have it replaced, being greatly disappointed & feeling deceived, we had to begin looking once again for a matress replacement at our expense, losing close to $1,000 is not chicken feed, especially when you are retired on limited income, it was like buying two mattresses now! I feel that Whites should have replaced it themselves without waiting for the manufacturer's requirements, they would have taken a much smaller loss than what we incurred and would have retained a long time loyal customer. Bottom line is that, if you don't care about warranties & longevity of a purchase, shop at Whites, they have a vast variety of stuff - but if you do care about warranties & sales promises, not to mention the longevity of your purchased items, then I would highly suggest that you look elsewhere, customer retention is not an apparent priority. Their Past is no longer conducent to their Present. Two stars instead of One star is due to past...

My family has purchased from this company a couple years in the past. When I moved into my own place it was on the top of my list for where I planned on getting my furniture. Although the furniture I was received was great, I cannot say the same about the customer service I received. I was so satisfied with my first purchase that I decided to go back and order additional furniture and decor pieces to complete my place. The level of service I received once the order was delivered has not been a pleasant experience. I ordered two pillows at a size bigger than the ones I was told would come with my couch. When I received them, they were the same size as the ones that came with my couch, which should not have been the case. When I contacted the company I felt as though I was not trusted. I was told multiple times that I would have to bring the pillows into the store so they could measure them themselves because the picture I provided was not good enough. I live an hour away and did not appreciate how hard it was to get them to work with me on correcting the issue. I was told that the manager would call me to discuss the situation. I never received a phone call and had to call the store myself. Once we got past the initial issue regarding the size, my salesperson (Carol) was very unprofessional when communicating through text and email. She laughed at the situation when trying to figure out a way to correct the problem. Once I was told the items were available for pick up at the store, I drove an hour to get them only to find out that they were actually at the warehouse. My salesperson told me that she would call on Sunday and personally bring them to my place. Sunday rolled around and I received no phone call. I received a text and by the time I saw this text, it was an hour too late and the offer to bring me my purchase was off the table. I was told that she would call me to discuss delivery the following day. I waited all morning for her to call me and eventually had to call the store myself. I was informed that a special delivery could not be made because of the purchase only being pillows and because of where I lived. I was told by my salesperson that she once again bring them over on Sunday (the following week). Based on the back and forth I decided I could no longer trust her word and drove another hour to get my purchase. At no point did the manager apologize to me in any way for the way I was treated and for the issue with my order. It saddens me to write this review because this store has been a very successful place in getting furniture for my family in the past. I question whether or not I will consider taking my business here again...

Very poor experience with product and customer service.

When I was purchasing my furniture as a first time home buyer, I was very upfront with the salesman I was working with. I have a dog who lays on the couch, I want something durable that will hold up for a long time, etc. I was sold on how great their customer service was and how they always stand behind the products they sell. I decided to spend the extra money and purchase a custom made couch, with a fabric suggested by the team at White.

Fast forward about a year later (6 months of use, 6 months of waiting for the order to arrive) and my couch starts pilling horribly and looks equally as bad. I call White and they tell me that is normal, and there is not much they can do but send in the fabric for testing. After sending it in they tell me "a dog has been on the couch, nothing we can do. That is to be expected"

After 6 months of use on a custom ordered high end couch, I am now left with a couch that requires blankets over top of it (their actual suggestion as to how to remedy the situation) all because I have a pet that I told them would be on the couch in the first place.

I would not recommend this place at all, given the price to customer service level...