SPRINTZ FURNITURE AT CL SPRNGS

Every. Single. Furniture. Store. That's where we went looking to fill our new house. Sprintz seemed like a winner, with sales people like Rick Gibson who work at trying to make you happy. If you don't want pressure, he doesn't pressure. If you have 100 questions, he'll answer them as best as he can. While this review is for the Mallory Lane location, I presume "customer service" covers both stores. Sadly, helpful sales staff is where the Sprintz advantage ends. We ordered bedroom furniture and two, leather recliners, but needed office, dining, 2 other bedrooms, and family room furniture and were just waiting on painting to be complete before delving deeper into furniture land. Strike 1 - The first delivery omitted two trays for drawers in nightstands, one of the drawers in a nightstand didn't stay closed, the delivery people couldn't install the mirror because they didn't bring the supplies, and a piece was missing off the chest of drawers, causing it to rock back and forth on the floor. Calls, calls, visits to Sprintz, discussions with a manager, and more calls to and from "customer service." Strike 2 - The defective nightstand was replaced a few days later without a tray, and without delivery of the promised replacement tray. The chest is fixed and the mirror is attached to dresser. The "repair" people leave and we notice two drawers in dresser don't close. After looking at it, I can tell that it's because the "repair" people used longer screws to attach the mirror, which pushed against the back of the drawers. I fixed that myself. Regardless, it's back on the telephone and back in communication with "customer service" and sales staff about trays. Promises are made and excuses are given. Strike 3 - Weeks after the initial delivery, the nightstand inserts for the drawers come by parcel. The two leather recliners are delivered the next day. Immediately, we see blemishes, scratches, and other damage to the leather and legs of the chairs, so it was another visit to the store to speak with the salesman. We would have sent them back, but delivery is delivery, not pick-up, according to the delivery guys - "[they] don't take stuff back." I walk in to Sprintz in Franklin and see the salesman, Rick. His first words, "Please don't tell me you have bad news." I show him photos of the chairs and he asks for me to email them to him. The manager is out of the store, so I can't talk to him again. I email Rick the photos. I also welcome the manager to call to discuss what, so far, has been an unbelievably, bad experience after the sale. The manager calls and says he understands that this has been a horrible experience, and he understands if we want to cancel the order for the chairs. "Customer service" calls me and says they can a tech come by in a week or so, which would put me out past a month from the time of purchase to the time of a tech coming by to tell me whatever it is s/he thinks (the only thing acceptable is replacement). I realize then it's going to be a slow process until the chairs are done, and I don't want to go back and forth for another month until the issues are resolved. Nah, I'll send them back and go find something else. We are now glad we didn't buy the rest of our furniture there. As of this date, I'm still waiting on a call back from anyone at Sprintz who can fix an issue with a piece of furniture. "Customer service" doesn't call back. They are literally a black hole. The end result - Sprintz has a couple of nice showrooms and very helpful sales staff, but in the end it doesn't appear that there's much service after the sale. The single star is because it doesn't stand out from any other furniture store and, you'll note, every time I use the term "customer service" when referring to Sprintz, I simply had to distinguish it by quotes, since it really isn't customer service. In sum, go check elsewhere...it can't be much worse and it may be better.

My husband and I had been looking for a sectional sofa and finally found one we liked at Sprintz in Cool Springs (Franklin, TN) on Sept 30, 2011. We purchased a sectional sofa and chair. We paid for the items in full. The sales person (Joel) estimated it would take about 6-8 weeks for delivery. A couple of months went by and 3 phone calls were placed to check on our order, but still no sofa. I also asked if the delivery drivers would be willing to pick up our old couch and chair and possibly donate, as I realize this is a service places might not normally provide. They said "yes, no problem." Finally about 12 weeks later in Dec, we received our order. We received the WRONG piece of the sectional. Also, the delivery drivers had no idea they were to take our old furniture and asked my husband for payment to leave with our old items. We went back to the store to ask for the right piece and a refund on the payment given to the drivers. The manager said the RIGHT piece would be received in another 4 weeks. (so this would be a total of 16 weeks to receive the CORRECT pieces of furniture.) She did refund the delivery fee and the payment made to the drivers (but that was only like $80 total.) Another 4 weeks past and still no word from the manager. We told them we would just keep the WRONG piece of furniture, as we were very tiring of dealing with these people who don't know what they are doing. There was no further communication received from the managers or store. They didn't offer any ideas on how they could fix the mix-up or offer a refund/discount....nothing. Overall, the furniture quality is pretty good; we are enjoying the pieces we received (both right and wrong). However the staff lacks the attention to detail and customer care, which made the experience a complete waste of time and money. We even purchased the protection plan in case something were to happen to the furniture, but I would rather just buy a whole new set of furniture than to ever speak to them again. We will never ever buy anything from here again and I highly advise everyone else to do the same.