SAMUEL'S FURNITURE

We had issues with the service department on two separate occasions involving our new dining room table (cost $1300.00). We contacted the store regarding not being able to get finger prints off of the table. The sales person put me through to the service department. But she wasn't available so I got her voice mail. After a week and a half we didn't get a call back. I called the store again. Again the same thing - voice mail. I waited another two weeks - no response. We then drove out to the store to talk to someone. They said she had been out sick. I asked if she had been sick for 3 1/2 weeks. We then talked to the Service Department Manager. He set up an appointment for someone to come look at the table. It was determined that the table needed to go in to the shop to have the top of the table repaired. He scheduled it for after the holidays (which was great). The repairs didn't cost us anything as we only had the table for a month. On the second occasion we received a voice mail from the service department indicating the repairs to the table were completed. I returned the call after she had gone home for the day and left her a message. The next day no phone call so I called the store again in the afternoon (decided I was going to call every day until I could talk to a real person) and left another message. Again, the next day no call back. I called in the afternoon and left a message indicating I wanted to be called back that day. I did get a call back and she indicated that she had been calling and that the phone would just ring and ring. I know for a fact that our voice mail was working. We also have caller ID so if she was calling it would show on caller ID. I don't know if she was calling the wrong number or just not calling. In any case pretty poor customer service.

I purchased a Flexsteel couch and loveseat from them. The salesperson told us that the couch would be delivered the following week and the loveseat would be delivered in less than 2 weeks. The couch showed up on time. After 3 weeks of hearing NOTHING from them, we called only to be given the run-around. After 3 phone calls in the same day, they assured us that the loveseat would be delivered that week. Once again, we got NO PHONE CALL. So we called them the following week (nearly a month after we purchased it) and were told that only the manager could help us and he wouldn't be in for 3 days. We were told that HE would call us. Shockingly that didn't happen so we had to call him. He gave us a $100 refund and assured us that we would either have our couch or the floor model (until the couch arrived) by the end of the week. I am hopeful that this time it will actually show up. For the time and effort wasted on this transaction I will NEVER shop there again. If you do, I would advise that you only purchase what they have in stock. Their ability to estimate shipping in non-existent.