Seller profile

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  Custom couch. Built well and finished quickly. But Beware!!! They will not fix the damage, or honor warranty!!! The delivery service damaged our door and the couch trying to force it through instead of removing the door from the frame like every other delivery did. I asked them to remove the door and they refused, tried to force the couch through, got stuck and had to go back out with the couch and remove the door. Now the door and couch was damaged. Tried to file a claim with Mattress and Furniture Express, just a lot of talking in circles, never accomplishing their word. Phrases like, we will get right back to you, the manager will get to you, the delivery company will get back to you...and yes the manager got back to me and gave me another number, where I started the game again...Nothing, ever resolved, just lies with no intentions of actually being honorable and making things right. No compensation for the damage to the door and door frame, no fixing of the damage to the couch. Just talking me in circles until I give up and never buy from them again. - For reference, I had a similar issue with one of the big name furniture stores (starts with an A) and I had the claim filed and compensation recieved within one week. They even sent out a technician to touch things up. I was annoyed with the situation but satisfied with the resolution - Not with Mattress & Furniture Express. Here, it's obvious they have no intentions of honoring warranty and delivery damage responsibilities only empty words and run around until I give up. Best advice I can give, avoid totally and have piece of mind. Find a more honorable furniture store for your custom furniture designs. That way, if the unforseen happens you at least know they will honor their responsibilities and make it right.

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  False advertising. Drove 25 miles to purchase a piece of furniture advertised for $299 but when I got there salesman claimed item was 1,000’s more because “they custom make their furniture “ and the advertisement was wrong

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  In store service was good. We bought a sectional with ottoman and a mattress. Delivery was good too. In less than a year the ottoman's wheels fell out. A technician came to the house told it happens all the time. Took a piece off like a washer that wasn't broken but removed it from the ottoman. Now I have five issues to deal with. He told me he would reorder the parts for all four wheels. And that I could put them in myself or have my husband do it. We only got a ball bolt and caster socket for one wheel. Customer service has been ridiculously lacking. It's so unacceptable and they won't replace the ottoman. Technician said it was my fault. If it's not resolved I have a dispute form and will be happy to get a lawyer and report them to the BBB I will never purchase from Ashley again IKEA would be a better option.

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