Anonymous
map-marker Charter Township Of Clinton, Michigan

Horrible Return Policy & Customer Service

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I purchased a 3k worth of furniture and was told at the time of payment that I would be able to return/exchange within 7 days of goods receipt without any questions and was not told about 15% restocking fee and then a redelivery fee. I figured that the sofa and the loveseat purchased were too big for my living space and I accept that I made a mistake on finding the right size.

I decided to exchange the 3 seater with a 1 seater and keep the love seat. Since I assumed that there's a 7 day timeline...I called the rep and was told about this restocking fee and all that. Mentioned I was not told during the time of payment and I got a response saying you should have checked your receipt. The receipt is 1 page where it gives the numbers/taxes etc indicating page 1 of 1.

Their policies are on the back of it. Is it not the responsibility of the store to mention about the fees and all that rather than just taking advantage of the Cx who's giving you business? I asked for the Store Manager and she maintained that her rep is awesome and she would never do any wrong (I did state her that she's a nice and didn't mean to blame anyone). I stated that I am from a diff.

country and that she may find it difficult to understand what I am trying to convey and apologized if she's feeling that way. She's plain rude after the 1st attempt mentioning that her sister had to pay the restocking fee as well and didn't bother to handle the customer the right away...plain and simple. She just tried to put me down in diff. ways and it's plain rude on her part for being a sales person (where's your motto of customer satisfaction?).

I told her that I wanted to return everything I purchased and she just didn't bother which seems to be the case with certain set of sales folks....I feel that I was disrespected and dodged over 3k. And now I have to pay some $550 for their restocking/redelivery for having it sit in my living room for 1 day. Very Very Disappointed and I will NOT do business with Artvan EVER again. Please don't take advantage of people's naivety/cultural differences/unassumingness for your monetary benefit.

2nd DISGUSTING Experience in 8yrs here in US. The other one being a car guy who didn't get my business either.

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Loss:
$600
Cons:
  • Bad service and
  • Being ripped off
Reason of review:
Order processing issue

Preferred solution: Full Refund or an Exchange of the already purchased Sofa to a 1 Seater with NO Restocking and Redelivery fees since I was not informed when doing the payment and it has only been 1 days since the goods was delivered.

Anonymous
map-marker Westland, Michigan

Complaint - Poor Customer Service

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Purchase 2 night stands in February from Art Van who told me they had the items in the warehouse. After not hearing from Art Van for 2 weeks, my husband calls and Art Van tells them it will be delivered from the warehouse next week. My husband goes in to pickup furniture, waits 20 minutes in the lobby to have his number called, only to be told Art Van does not carry this item anymore. They refund our order. Art Van checks their other stores and tells me there are no more available. I ask to purchase the floor model. Art Van calls me back the next day and they sold the floor model to someone else but they found another one at the warehouse. Sounds to me like Art Van has no clue what they have or do not have. Horrible customer service!!!
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Cons:
  • Entire experience
Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

Meah Myz
map-marker Batavia, Illinois

Absolutely Horrible Experience!!

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Purchased a custom leather pit group. Since we didn't want brown, we custom ordered another color. This was in August and we were told that we would be able to get it delivered by the end of October. Called in October for a status and was told it was delayed and that we should receive it by the end of November. Called at the end of November and they told us the pieces had been received but they needed to check everything before they delivered, just to make sure it was all correct (huge line of BS!!). It is now the week after Christmas and we once again called to find out where our furniture was and now are being told they can't find the pieces and have no clue where they are, when we might receive them, etc!! Worst furniture buying experience ever!!! No we are told we can either wait longer (they can't tell us how long) or get a refund. The furniture was charged to our credit card back in October mind you! Art Van Furniture seems absolutely clueless when it comes to anything they don't have in immediate stock! We have contacted the VP of customer service, but of course now need to wait for a call back once again which is extremely frustrating since they promised call backs through out the process and they never once picked up the phone to call us. What a complete waste of time and money!!
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Loss:
$3300
Pros:
  • Floor sales staff was helpfull
Reason of review:
Poor customer service

Preferred solution: Price reduction

1 comment
Guest

We agreed.Same thing happened to us for changing color on fabric.We ordered on Labor day 2015 we still not received our stuff...

Anonymous
map-marker Sterling Heights, Michigan

Art Van Furniture Carpet Installation Review

After install carpet in basement salesman called salesman brushed me off to customer service they called dropped off sample never followed up on returned phone call I will not purchase any flooring from your company after the installers were not professional nor the salesman felt rushed
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Reason of review:
Bad quality
Anonymous
map-marker Walled Lake, Michigan

Art Van Furniture Recliner Review

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Salesman was really rude. Said my husband looked small in a large recliner. Manager basically excused behavior of the insults. And we left. Spent $10,000 next store
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Reason of review:
Poor customer service
Anonymous
map-marker Sterling Heights, Michigan

14 day wait for deposit return

My wife put $100 cash deposit for 2 material swatches and was told when she returned the material she would get her money back, She returned the material the next day to find out they have no cash in the store and they cannot write her a check she would have to wait 14 days for Art Van corporate to issue a check,That is absurd they have no cash in the store, well that $100 dollar fiasco cost the $1000 sale this time not to mention in the future. Nice going Art Van!
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Reason of review:
Problems with payment
Anonymous
map-marker Lansing, Michigan

Messed up 2mo old couch

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Bought recliner couch for disabled daughter 2 mo ago cushion on one side now slants repairman says this is the way memory foam works and to call back after more months when it is worse and then it might be fixed also very long phone wait times and no call back if you leave a voice mail aggravating and ridiculous to imagine a new couch can only be used on one side mad mad mad this is annoying that i have to add more words so it will submit i want different couch have always done business with art van
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Loss:
$1000
Pros:
  • Salesman
  • Initial sales person
Cons:
  • Customer experience
Reason of review:
Damaged or defective

Preferred solution: Full refund

Anonymous
map-marker Plymouth, Michigan

Payment made with no furniture insight

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Its been one month and i still don't have my furniture. The company send drivers 4 times, first delivered furniture with no hardware, then send another driver who fit the furniture wrong, then send a 3rd one to fix the error but found that the bed was damaged to begin with. The 4th time, they were supposed to deliver a brand new headboard but came empty handed, visited the room and just went back. Yet money was taken out day 1 of order being made.The store sales manager says he has my request on high priority yet has no status from vendor on delivery date. I was even charged a delivery fees.
View full review
Loss:
$2000
Cons:
  • Lack of transparency
Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Bloomfield Hills, Michigan

Art Van Furniture - Sofa Review from Bloomfield Hills, Michigan

After buying a large sectional recliner living room couch a section of the corner wedge broke after waiting 3 weeks for a repair guy I was but in hold for over 50 minutes in a weeks long process of trying to contact someone to be told it will be at least 3 more weeks before it will be in then I'm told if there is still a problem a service guy will have to come back more then likely 3 more weeks to come and try and fix the problem, a problem with a new section because they have had problems with this section before!! This is very frustrating and please beware that they are not the high quality company they clam to be th y have left me with a bad taste in my mouth
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Reason of review:
Bad quality
Taurus Uor
map-marker Clarksville, Tennessee

Art Van Furniture Storage Cocktail Table Review from Clarksville, Tennessee

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Art Van Furniture Storage Cocktail Table Review from Clarksville, Tennessee
I spent $500 on a cocktail table for a room we barely use. 8 months later the vanier top is peeling off, this table is documented as rustic hickory. This isnt wood! Called art van, and they said they dont warrenty it. Dont buy from them unless you want diaposable furniture. Karma guys!!! Gonna get ya!
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Reason of review:
Warranty issue
Anonymous
map-marker Troy, Michigan

Furniture Review

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It is all junky cheap furniture!!! I hate art van . Total ***!
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Reason of review:
Bad quality
Anonymous
map-marker Marion, Indiana

I will NEVER buy from Art Van again

Art Van officially has the WORST customer service I have EVER experienced. My husband and I bought a couch from them. Upon arrival of the couch, we noticed that it was unfinished. The front panel of one of the arm rests was completely missing and we could see all of the wood, cotton, staples, etc. of the inside of the couch. They simply sent us a half done piece of work. Because we did not purchase a warranty on the couch, Art Van refused to fix it or do anything about the unfinished couch. They told us without a warranty, nothing could be done and it was on us to pay to get it fixed. We shouldn't have to buy a warranty on a couch just incase the company decides to not do their job and send us a half done piece of work. We will NEVER, EVER buy from Art Van again!!!!
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Reason of review:
Damaged or defective
1 comment
Guest

Why didn't you just send the sofa back after inspecting it? Even without a warranty they would have returned the sofa

Anonymous
map-marker Detroit, Michigan

Warranty

Took out a warranty on my furniture upholstery (A WASTE), got a stain on it. Call them to come out and they did. The two of them. One of them sprayed on stain upholstery, Took his rag out and wipe on it a couple times. Told me to let it dry and the stain will be gone. NOPE, STILL THERE!!!!!! (They left a Bad experience) I have bought all my Furniture from Art Van, but I think its time to give other furniture retailers a opportunity.
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Reason of review:
Bad quality
2 comments
Guest

Call the service dept back and let them know the stain did not come out. Per the terms of the warranty, they will replace the piece if the stain cannot be removed as long as it is caused by something edible, or human or pet bodily fluids, and you report it right away.

Guest

Call the service dept back and let them know the stain did not come out. Per the terms of the warranty, they will replace the piece if the stain cannot be removed as long as it is caused by something edible, or human or pet bodily fluids, and you report it right away.

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Anonymous
map-marker Toledo, Ohio

Deceptive "sale" pricing

I will never purchase anything through this place again. They treat you like royalty until the cash is in their hands, then you are treated like the relative that no one wants around. I believe their sale pricing is deceptive. They inflate the "list price" and then give you a "sale price". Since purchasing my furniture, I have seen the same furniture (La-Z Boy) at several other stores for less than my sale price. We stopped into the Toledo, Ohio store a right before the end of their big sale and found the furniture we wanted at a sale price, which would expire when the store closed in two hours. The salesman checked availability of the "in stock for immediate delivery" and gave us a price. Unfortunately we didn't have that much cash in our checking account and I don't carry my credit cards all the time. I asked if I could return the next morning when they opened with my card or if I could write a check for the full sale price and transfer the money to cover it and he refused. He suggested we opt for the 90 days same as cash, pay half down and the rest later. He wrote it up then said that unfortunately the sale price was for cash only and we would have to pay even more. I declined but my husband agreed. Somehow 19 sets of the identical furniture was sold that day so our scheduled delivery was delayed. We got a called on a Sunday telling us it was scheduled for delivery the next day but we had to pay the balance that day or the order would be cancelled and it was never set up as a 90 day plan. We had to stop our landscaping project and drive across town on a Sunday afternoon to pay the balance. When we arrived the woman in customer service said they never called us asking for the balance. I guess my caller ID is also defective. I had given our like-new other couch and sofa to my niece, replaced the carpet and drapes and painted the walls to match my new light gray furniture. When it arrived it looked a bit off and the delivery guy said it was just the lighting. Not so. My light gray furniture is a very light brown. I attempted to talk to their customer service department seven different times and always get put on hold. I went back to the store to speak to the manager. The first time he was "out sick" and the second time he was "on vacation". I asked for the salesman and they said they didn't have anyone working there with the name that was written on my sales contract. We are both retired and our families live in other parts of the country so we aren't rough on our things. I'm waiting to see how these "brown lumps" hold up through gentle use and if their extended warranty was worth the extra cost.
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Reason of review:
Problems with payment
Anonymous
map-marker Livonia, Michigan

Customer Relation

Yesterday went to Art Van to buy some furniture but the way the sales person behave e and my wife got embarrassed and left the place. we are asking for a best price for a furniture. instead of negotiating the price or telling no the sales person said pay this price or here the the door please go out. the worst behavior by a sales person as of now in my life. I will never go the store in feature. Me and my wife could not able to stay for a minute in that store. Thanks
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Cons:
  • Service
Reason of review:
Poor customer service
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