CAROL HOUSE FURNITURE

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Fine other than having a salesperson attached to us at all times.

They have been very helpful. I have been pleased with them. Their decorator who was particularly helpful through the whole process. Her name was Julie Roettger. I was very pleased with her. They got a deal that I really like. You go in, you give them $90 and if you pay over $1000 for the furniture, they give you $90 back and then they come to your house and come up with a plan on how to decorate it. They designed the whole house. It really didn't cost me anything except that I bought the furniture.

When we purchased the sofa and the love seat, we didn't have any problem with that. It was delivered the day when they said they would, I thought the person we spoke with on the phone, her name was Debbie, was really only okay, so I give her a B. While we were in the store to buy the chair, we heard another sales person talking to a customer, and he was saying that they match anyone's prices. Well, we had been down to another store, and saw the same chair for cheaper. That chair included an ottoman. We told them that it was cheaper down at the other store. Rosie made us an offer. It wasn't as low as the other store. She asked about the price of the chair, and we said that we heard that you match prices. She said that she could match the price on the chair, but she couldn't come close on the ottoman. So, we did purchase the chair from them, and the reason that I did that was because they have free delivery and they had the chair in stock. The other store had to order the chair, plus they charge a delivery fee. So we purchased the chair, they delivered it on time, no problems with that, but they would not match the price on the ottoman. that was very irritating. They actually went down to the other store to verify the price, saying "it's not that we don't believe you, it's that we have to verify the price." I had no problem with that, but even after they went down and saw that this ottoman was $247, they still would not match it. I don't think that they should tell you in the store that they match other companies prices if they're not going to do it. The sofa and the love seat were on clearance and we got them for a steal, so I was very happy with that.

I spoke to Debra and she spoke to me as if I were a child. She said they could not return mattresses and that their employees are all aware of this policy (obviously not Ray and I did not appreciate being called a liar indirectly). She said I needed to speak to Ray's manager. His manager, Jean, stated that Ray was new to the company and potentially worked for a place that did this previously (re-stocked). She said she would have to talk to Debra and the owners. I also told Debra and Jean that the mattress showed up with a couple of holes in it - a $2,000 mattress with holes in the top fabric! At the end of the day, Jean told me Ray said he told me about the re-stocking fee, but it was for couches. This is funny because I did not look at couches that day. Again, I was told I was a liar. Fed up, my husband left a voicemail for Brook (the owner). I also called Serta on 6/03 about my situation hoping they would stand behind their products and to tell them about the way one of their dealers was treating their customers. They said that this particular mattress would have been on the floor for quite a period of time, but that it should not have a "break in period"---top of the line. My husband spoke to Brook on 6/03 and he was very amiable on the phone and said they would take care of us. He said we could sleep on it for 30 days and if we still did not like it, they would take care of it. He also stated that he would be calling me to ask me what I would like done. Debra (customer service mgr) called me this afternoon (6/03) and said Serta would work with me on replacing the mattress. I said Brook was supposed to call me and that I would prefer to talk to him. I also said that I had had an awful customer service experience and would rather have the mattress picked up and the money refunded. She said Brook was on the other line. I held. She came back and said that we would need to work with Serta (because of the holes). Again, I said I would prefer to work with Brook---he was supposed to be calling me. She said he (the owner) would not be refunding our money and that she was told "to deal with you" by him. (Her tone was not pleasant and cannot be portrayed to its fullest in writing.) Maybe they only "take care of you" if they get to keep your money? Per the company's website one of their policies is: "Satisfaction Guaranteed. When you shop at Carol House Furniture your satisfaction is guaranteed. Our products must meet our standards first, and then yours. If you have a problem before, during, or after the sale, just let us know, so we can be sure you are happy." I guess this policy falls under their Website Accuracy policy---they cannot guarantee the accuracy of their website.

I SHOPPED ALL OF THE BIG NAME NATIONAL STORES, BUT COULD NOT FIND ANYTHING I REALLY LIKED. I DECIDED TO TRY CAROL HOUSE, I HAD NOTHING TO LOOSE. WHEN I WALKED IN I WAS GREETED BY CHUCK. I TOLD HIM I WAS JUST LOOKING. HE TOLD ME WHERE MOST OF THE CHAIRS WERE, AND SAID IF I HAD ANY QUESTIONS TO TELL ANY OF THE SALES PEOPLE TO CALL HIM. HE DID NOT HOUND ME AROUND THE STORE, WHICH I REALLY HATE. AFTER ABOUT 20 MINUTES, HE FOUND ME AND ASK HOW I WAS DOING, THEN LET ME CONTINUE LOOKING IN PEACE. I AM A SLOW SHOPPER, SO I SPENT ABOUT 3 HOURS LOOKING AT CHAIRS. THEIR SELECTION IS QUITE LARGE. I FINALLY FOUND MY PERFECT CHAIR. CHUCK MADE QUICK WORK OF ALL THE PAPERWORK TO COMPLETE THE SALE AND SET UP A DELIVERY TIME THAT WORKED FOR ME. (DELIVERY WAS FREE) THE DELIVERY TRUCK SHOWED UP ON TIME, DESPITE THE WORST ICE STORM IN ST. LOUIS HISTORY! A GREAT LOW PRESSURE SHOPPING EXPERIENCE! I WILL NOW BE LOOKING FOR A SOFA TO GO WITH MY NEW CHAIR AND I WILL SHOP ONE PLACE - CAROL HOUSE!

Shopped at half dozen furniture stores, before I found the perfect cherry wood set here. Salesman was knowledgeable, friendly and professional. I purchased other furniture here last year and both of these purchases turned out real well. Carol House, has a huge selection and everything from sale to delivery worked out perfectly. Also, their prices were lower than other dealers, with similar merchandise.

NO SALES PRESSURE WHILE SHOPPING. SALESPEOPLE WERE KNOWLEDGEABLE AND OFFERED SUGGESTIONS.

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