WALTER E SMITHE FURNITURE INC

If you're considering buying furniture from Walter E. Smithe - DON'T. I spent a handsome sum on a full bedroom set five years ago and now it's falling apart. The bed squeaks, the wood chips easily and the drawer handles are falling off the drawers and falling apart. When I contacted customer service to replace a single, broken drawer handle I was told they don't stock such things and that I could just search the internet for a replacement. That's it - no recommendation on where to find a replacement, no offer to fix what's broken - I was told, in so many words that I was on my own. In having the handle repaired I was informed that the metal used was the cheapest quality and poorly manufactured. For the quality of furniture I received I would have done better to shop at IKEA or Target, saving loads of money in the process. Look at the warranty before you buy any furniture, Smithe's is only one year at best. The warranty is limited so they don't have to cover the rambling pieces of crap that they sell. A quality furniture maker will provide an extended, if not lifetime, warranty knowing that the merchandise will withstand normal wear. I have furniture from Ethan Allan that is over 20 years old and it's as tight and clean as the day it was purchased; not one problem or issue to report. I'm now looking at replacing this nightmare with furniture from Penny Mustard who provide a 287 year warranty on furniture.

HORRIBLE CUSTOMER SERVICE! BUYER BEWARE! I bought a very long dresser for my bedroom with the $500 coupon deal. It was a clearance sale with supposedly everything in the store on sale. However, the piece I bought somehow wasn't included since it was new on the floor within the last week. Well, that should have been my first clue. I bought the piece and was told I could have the dresser on the floor delivered the following week or I could order the dresser and receive it in 4-6 weeks. I looked over the one on the floor and decided to take that one. When the dresser was delivered, it wasn't able to fit in my bedroom due to the configuration of the hallway. We have 10 foot ceilings so I assumed it would fit once up ended, but it was an inch off. So I "rejected" the delivery. The delivery person called the store and he said it wouldn't be a problem. The same day, Jason, "Refund Manager", called my office (interesting, since I had to be home for the delivery) and let me know that he would get back to me the following day regarding the "no fit" and let me know the status. No call the following day. I called and left a message with my cell phone number for Jason. Two days later, Jason called my home and spoke to my son and said he would call the next day. Again, I called and left a message with my cell phone. No call back. Then I received an email, two days later stating that I can give him a call regarding the order. I call again and leave my cell phone number. Jason calls my home the following day and I answered. He states that he can give me a credit and can't give me a refund since the item was on clearance. I tell him that he was incorrect that the item wasn't on clearance, and I didn't receive a clearance price. He said that he would speak to "Walter E Smithe" on Monday, and he would follow up with me. I receive no call from Jason on Monday. I call him again and leave my cell phone number. He does return my call on my home phone which I answer and states that his meeting with "Walter E Smithe" had to be rescheduled for the following day and that he would give me a call on Tuesday and let me know the status. Again, no call Tuesday. I call Jason late in the day and leave a message. Jason calls me back and lets me know that he can only give me a credit since the item is on clearance. So I again state the item wasn't on clearance, but if that is the case, why can't I reorder the item, use my store credit, and then get a refund. Jason then states no that wouldn't work, since I wouldn't receive a refund. "We never give refunds".....I then ask then why didn't you tell me that from the begining instead of having me call every day for two weeks and giving me the run around. He said that "I would never tell you that", so it is apparent policy to give clients the run around. If the reason I am not receiving a refund is because no refunds are ever given, then why give the excuse that the piece was on clearance. It was my fault that the piece didn't fit. I agree, but what company "never gives refunds". Very poor customer service. And the fact that there is a person who identifies himself as a "Refund Manager" who's job is to never give refunds is a little suspicious, as well as the fact that I called every day and left my cell phone number, but was called only on my home phone...and I guess "Walter E Smithe" has nothing better to do than to have meetings with "Refund Managers" to deny every refund, what a joke. Obviously, they were giving me the run around until the check cleared their bank.

I really liked this company. I decided not to buy the furniture at this time.

From start to finish Mary Jo was knowledgeable and professional. She has a great sense of design and really listened to what we were trying to accomplish.

We had ordered 2 beautiful new recliners. When we first received the chairs, they did not recline fully. They sent a repairman to try to fix the problem. They had no luck with the repairs, so they actually came to pick up the chairs and shipped them back to the factory at no cost to me. When we got the chairs back, they were clean and functioning great. They went out of their way to ensure excellent service. Everyone in the store, including Walter E Smithe Jr, the retired owner, Kay Ellen, my saleslady, Matt, Amy and Shannon from the warranty dept, as well as just about everyone else there went of their way to help us. We appreciate their extra efforts to ensure my happiness. They have a customer for life! Ask for Kay Ellen when you go there!

OUR SALESPERSON WORKED WITH US EXTENSIVELY AND HELPED US RESOLVE PROBLEMS WHEN THE FURNITURE AT FIRST WOULD NOT FIT INTO THE HOUSE. I WOULD HIGHLY RECOMMEND THIS STORE FOR THE QUALITY AND VARIETY OF FURNITURE THAT THEY OFFER.