Kanes Furniture

I purchased my furniture in July, and a large amount of it has broken due to "manufacturer defect".

Let me start this by saying that I do not have children, and I am not overweight or careless with my things.

I walked into the store and was quickly greeted by a nice man in a suit. He walked me around to look at furniture, and I found what I liked. I was told about their "Lifetime Warranty" and that made me feel safe. After about two months one of the springs in the back of the sofa popped out, and for the time being we just zip tied it because it kept coming out of the metal holder. Shortly after that 3 springs in the other side of the sofa popped out. I called Kane's and asked who I contact for repairs. They transferred me to a lady in the back office and she said that she had to call the repair guy (for lack of a better term) to give me a date when he is available. I received a phone call later that day and was given a day, but not a time. I asked for a time, but they said that "she usually calls the day before with a time frame". That is indeed what happened, but they called at 8pm letting me know when he would arrive the next day. This is very frustrating considering I have a job where I must request time off, as I assume most people do.

The repair man showed up within the two or three hour window, but upon arrival he only took pictures of the furniture and no repair was made or any indication of what I should do from here. The repair man was polite and professional. There is no problem with him other than the lack of guidance. About a week later I received a call from the lady in the back office again. She let me know that there is no repairing it or replacing it, because it has been discontinued and the manufacturer is no longer around. I am angered by this, but kept it inside. It's been less than 6 months... She told me that I can come in and reselect furniture for the same price or less, so I did.

I came back in the store and walked around looking at furniture, this time not being approached until circling the store about 4 times. We could not find anything that was even close to what we had. Almost everything in the store was leather which was specifically not what I wanted. The only cloth ones were like sitting on a rock. I approached the desk at the direction of a nice older gentleman who worked there. I was sent back to talk to the lady in the back. I let her know that I could not find anything in the store that was remotely like what I have now. She told me that I MUST choose something or deal with my current broken furniture, because she can't refund my money. She had a condescending tone in her voice as if she was better than everyone she talked to. She did not offer any alternatives, or solutions.  She made me nearly beg after talking to her 4 times, and her going back to talk to her (what I assume to be) manager. She eventually came back after about 20 minutes of waiting while she talks to her 'manager' to let me know that she can refund my money after all. 20 minutes ago she was telling me that she could not refund my money, and now I can get my money back after nearly graveling.

The receptionist lady in the front was a very caring and kind person. She called the other stores to see if they can do an online purchase. Even though the other stores didn't offer anything other than what they did, she took the time to call for me. I couldn't help but feel like she should be the one in the management position.

There was another gentleman in the store who complained to me that every time he comes in they treat him poorly as well. He seemed like a nice enough person, and didn't voice his concerns to the lady or loudly enough to be offensive. 

PRICE: I had an okay deal

QUALITY: Considering I have broken furniture less than 6 months after purchase

RESPONSIVENESS: A bit more than a week to do anything (receive a phone call, appointment)

PUNCTUALITY: The wait time that I had in store, and the last minute scheduling.

PROFESSIONALISM: Everyone other than the lady in the back was professional.

OVERALL: Until the attitude in the management and customer service changes I want this place to be an F. Also please see the google reviews are very poor as well.

Ordered 2 Loveseats on 2/19
One was to be delivered on 2/25 the other one was back ordered scheduled to arrive at the warehouse on 2/27. The back order was to be held at the warehouse to be delivered on 4/8.
On 2/25 the deliver was a no show called and was told it would be delivered on 2/26.
On 2/26 the delivery was a no show. Called store and was told that there are no delivers on Thursday or Friday even though the day before I was told it would be delivered on Thursday.
I called back later and the store told me that they could have the loveseat delivered to the store on Friday and they have a "guy" that for 60 bucks would pick it up at the store and deliver it on Friday.
No show on Friday. The store told be the "delivery guy" was behind and would deliver on Saturday morning which he did.
Called the store on 4/2 to confirm the delivered of the back ordered loveseat on 4/8 as promised. I was told that the backordered loveseat that arrived the end of February was not held for me but sold.  When I asked why it was sold and not held as promised I was told "hey we have 19 stores, I can't help that someone sold it".
The salesman told me that the loveseat would be arriving at the warehouse between 4/5 and 4/8 and again since I was going back north I could have it delivered to the store and the "guy" could deliver it on Friday since there are no store deliveries on Fridays.
I asked to speak to the manager about the poor customer service and he returned my called me 30 minutes later. The manager whose attitude bordered on being rude and seemed to just wanted to get me off the phone gave me more bad news.  The salesman was wrong and the loveseat was not scheduled to arrive at the warehouse until the end of April.
To say I am disappointed with their customer service would be an understatement! Aside from the poor attitude and misinformation, how does a store sell a loveseat that was already bought and paid for by a customer.  I wanted to return the loveseat that was delivered and cancel the backordered loveseat but was told I can't do that because they have a 48 hour cancellation policy and the 48 hours has passed! Oh and by the way if you could return it you would not get the 60 bucks you paid the "guy" to deliver it and i would have to pay the "guy" another 60 bucks to bring it back to the store!
Based upon this experience I would never buy anything the store again. Buyer beware!

It was a really bad experience overall. We were lured into the false pretense of getting a much better deal through a promotion they were running than we actually got. Essentially promised a deal that caused tremendous sticker shock when technically, only a portion of our order would qualify, etc. After a long amount a debate and hassle, they gave us a $50 credit (oh boy! not.) and I was tired of shopping for furniture so I closed the sale.
After verifying a delivery date, only 2 pieces of furniture out of 10 arrived. Store was clueless when we called them, and casually mentioned that obviously there would be a follow up delivery date 2-3 months out, the items were out-of-stock (completely neglected to mention to us at any point prior to that phone call) but they couldn't say exactly when. One of the people I spoke with made a comment to the effect of: 'their used to be a time when people were patient and waited for their furniture.' 
Needless to say, I cancelled the remainder of my order, received full refund and shopped elsewhere for the rest of my furniture.

I went back into the store and requested to have these issues addressed. We ended up exchanging the Richmond for the Dimensions Queen Bed and matching nightstand; and a different Queen mattress. Initially, the setup went ok, but four of the footboard drawers were missing the handles. Also we noticed that the bed, which is pretty high, is unstable. I also thought the slacks was on incorrectly. Upon contacting the store, there seem to be a bit of confusion of what my problems were and who and when they would be addressed. This morning, the delivery crew arrived to check the slacks and they turned out to be on correct. He also put the four handles on the drawers, but they are not tight considering the wrong screws were used to secure them. As far as the bed being unstable, they concluded that it is normal. I questioned them about the support brackets and asked were they put on correctly, but again got some quick answer.  
I purchased a King bedroom set from this particular Kane's in 2007 and was satisfied with the product and the setup. However, this time around I am not satisfied with the setup and the lack of attention to details; especially since I paid $110 for delivery. I do not plan on using Kane's in the future and will not refer them to my co-workers or my wife's military co-workers. Next time, I'll go to Ashley's.

We had a good experience with them.

We had a great experience with Kane Furniture. When the items were delivered some of the items were damaged. They were able to resolved the problem.

The purchase and leather protection seemed to go well at the time. Three years later my dog scratched the couch and my elderly mother called the leather protection that is supposed to cover tears. She accidentally said it happened three weeks ago when it actually happened three days ago. She corrected herself and the company told her that since she didn't call in five days and he has to go by her first answer they will not repair the couch as promised. We called Kanes hoping they would help with this obvious mistake and they said there is nothing they can do. If you must go there don't by their protection service they are very unprofessional.