JOHN KIRK FURNITURE GALLERIES

On May 25th, we paid in full for two new power leather recliners with adjustable headrests. On June 18th, the recliners were delivered to us but one of them was extensively damaged. The damaged chair had so many problems that it shouldn’t have been brought to our house. But the delivery guys just took a few pictures and pressed me to sign for both chairs anyway. I watched part of the damage occur when these two guys unloaded the chair off of the truck. They didn’t use a lift and struggled with the heavy chairs (each one has two electric motors). Over the next month, I sent many emails including many pictures to the store’s representative. She said a repairman could come to our home or we could meet a manufacturer representative. On July 18, we wasted our time going to the store warehouse to meet with a manufacturer rep. Before we arrived he had agreed to replace the chair based on the pics (so why were we there)? We waited patiently for over seven weeks before inquiring about the status of the replacement. On Sept 9th, the store representative admitted that it had been sitting in their local warehouse. But neither she nor anyone else had contacted us to arrange for it to be delivered to our house. On Sept 11th the rep said we could inspect the chair at the warehouse before it was delivered to us. By email I asked her ‘What time range is possible?’ and she replied back to me that ‘Anytime is fine’. But when I texted we’re on our way at 3:42 PM, she replied ‘Fine, but the warehouse closes at 4:00’. During the inspection we pointed out that two of the wooden bun feet on the chair were damaged. The floor protectors were broken off (on bottoms) and the varnished finish was damaged (on sides). The rep agreed to switch these two feet with two undamaged feet from a floor model chair they had. She said that they could order new feet for the floor model before selling it to someone else later on. On Sept 17th, the replacement chair was delivered (it was wrapped up in protective materials). I recognized one of the guys from the warehouse, so I asked him if the feet had been changed. He said “Yes” so I took his word for it and didn’t unwrap and inspect the feet until a later date. That’s when I saw an attempt was made to repair the feet (instead of switching them as agreed). The agreed upon feet had the original large floor protectors that screwed in the bottom of them. And the varnished finishes on the sides of those feet didn’t have any significant damage to them. But the feet we got have small protectors tacked on next to the broken off screws from the originals. The smaller ones like what should be used on a lightweight table leg (but not on a really heavy chair). To make the chair set level someone unscrewed the original large protectors on the undamaged legs. And replaced them by tacking on smaller protectors to the side of the screw hole for the original one. The varnished sides of the feet are also damaged (from sliding with no protector after original broke). I emailed the rep some pics of one of the legs to show her an example of the damage/repair. The varnished finish was not just damaged near floor level (but also up higher on the sides). I asked for her to order four new feet because even the undamaged ones had been altered. The rep ignored my request so I filed a BBB complaint (no customer should have to do this). Their response made false statements, denied there’s a problem, and didn’t offer a solution. But I wouldn’t have had any reason to make a complaint if there wasn’t a remaining problem. About five months ago, we paid in full for two matching recliners in brand new condition. This should’ve been a positive experience (but it was an extremely negative one instead). A great deal of our time has been wasted and all the unexpected delays are inexcusable. We shouldn’t be expected to settle for parts that are damaged or inadequately repaired. We definitely wouldn’t buy from this store again and don’t recommend them to others.

unknown

We went to numerous furniture retailers looking for quality couches that would last for our new home. At many of the other stores (that are very well known in the area), the sales associates very little knowledge of the furniture, and often incorrectly spoke about the construction of the pieces. John Kirk had the only experienced and knowledgeable designer / sales associate (with over 10 years of experience) and he was very helpful in guiding us to a quality piece of furniture that would last. We also shopped around for price comparison, and John Kirk beat the prices of other stores by $500 on each couch. Good knowledgeable service and good prices.

unknown

kristy Mcilrath helped us pick an appropriate fabric for the sectional, and was great at answering all of our related questions. There was not much in the way of status updates while we waited for the furniture to arrive. The crew who delivered it and set it up were great. Overall, we were pleased with the company, the service, and the product.

The purchase process was very smooth, and Tony, our salesman, was able to very quickly answer any questions we had as well as help us locate the fabric we wanted. We ordered the chairs on Nov. 29, 2013, and were told that our chairs would arrive in no less than 8 weeks (but that we should realistically expect about 6 weeks). By January 24 (8 weeks), we had received no follow up from John Kirk Furniture. After giving it another week (still without contact), I called to inquire about my furniture. I was told they didn't know what happened to the furniture and that it was supposed to be delivered January 6. I was told to expect a call back first thing on the following Monday because they couldn't contact the warehouse over the weekend. That call did not come until later in the week, at which point Tony told me it would take another two weeks to get my furniture. Finally, on February 3rd, I received a call that my furniture had arrived, but that the box had been opened (which we requested not be done), and the fabric protection had not been performed. This would mean that it would take yet more time to get done. I still have not received my chairs over a month beyond when they should have arrived. Additionally, there was no attempt to reach out to me when the situation arose. It appears that John Kirk has little to no interest (or ability) in tracking purchases once they have been paid. I sincerely doubt I would have ever been notified or received the chairs had I not initiated and driven the conversation with them about it. Lastly, and most annoyingly, at no point was an apology ever offered, nor was there any attempt to compensate/make up for the lost month (i.e. shipping/etc.) In fact, the only thing John Kirk offered was to deliver it without the fabric protection that we already had paid for so we could have the furniture a day sooner. Following this experience, it is unlikely that I will continue to use John Kirk for my home furnishings.

unknown

They were extremely helpful and responsive to your need. The next time I buy furniture I will go here. They picked up my furniture and returned it for me. I would recommend them to others.

Wonderful! Barb Hage helped us find exactly what we wanted by listening to our needs. She made suggestions and was patient throughout the entire process. Couldn't have asked for a better sales person - not pushy at all. Delivery - Mark and Stacey - very polite, arrived on time, and were careful not to damage property. One thing that also made a difference to me was that, although their boots got snow on them as they moved the console into the house, they did their best to knock off as much snow as possible (with a very heavy console in their arms!) and keep the snow in the foyer where it could be more easily mopped up. They even offered to help clean the floor.

They are fine people to work with.

Found the perfect sofa at half off the retail price. The furniture showroom is great, sales people helpful, and delivery on time and professional. Nice place to shop for good quality furniture.

The sales people are outstanding - especially Jacqueline. Classy people.

We have done business with Kirk over the years with generally good results. Recently we worked with the manager to design window treatments for three large windows in our home. One was well done by an outside contractor, but the other two were poorly handled. Manager came to the house three times to measure and explain potential issues with the blinds. Nine months later we still do not have the blinds. Our calls were not returned, and only yesterday the manager tells us he has not yet ordered them because he is not sure we will like them. No communication and very unprofessional.

My son and his friend picked up the sofa on Wednesday morning. When they brought the sofa into the house (my husband was home to help also) my son noticed a hole (material had separated) on the top of the arm of the sofa. He immediately called Kirk, and they said we had waived all rights to a warranty on the sofa since my son had picked it up instead of their people delivering it. The store was dark in the area the sofa was sitting because I had to carry a pillow to the front near a window to actually see the colors better. I had not noticed the damage because it is like a material separation - not a tear. I think since I cannot get my money back for a damaged piece of furniture, I should at least get a percent (20% perhaps) for having to accept the sofa with the hole. I would also like the option of getting a full refund if any other material separation happens in the next year. I think someone had the sofa and brought it back, or at least they knew the hole was there.

MY SALESPERSON, NAN, WAS REALLY NICE AND VERY KNOWLEDGEABLE. SHE WORKED TO GET ME WHAT I WANT AND SPECIAL ORDERED IT.

THEY WERE GOOD!!!!

STEVE FOX IS VERY GOOD. HE WAS VERY HELPFUL WITH CHOOSING.