Ashley V Gsd

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Verified Reviewer
| map-marker Portage, Michigan

Warranty information

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I have called at least 10 different numbers listed and they are all disconnected so far...
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Loss:
$398
Cons:
  • Customer service

Preferred solution: Price reduction

Ashley V Gsd

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Portage, Michigan

Company closing...

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Trying to get ahold of any Art Van...all numbers I have disconnected...
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Loss:
$398
Pros:
  • And salesman
Cons:
  • Company does not care about consumer

Preferred solution: Price reduction

User's recommendation: Terrible

Paul W Lnl

I have ordered items that I have not received yetis

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They are going out of business since I paid for my furniture and they are not replying to my phone calls!
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Loss:
$1

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Sterling Heights, Michigan

Never buy warranty protection

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These people take us all for stupid. We bought leather couches from art van with the warranty protection that was supposed to cover anything according to the salesman. And since it was leather I was not worrying about stains , I specifically asked about discoloration and was lyed to that warranty specifically covers that. They gave us the maintenance kit and the color started coming of just by applying their treatment. Now we have beige couches that originally were dark brown and they tell me the warranty does not cover it and will repair them for $600 but again they can not guarantee the quality or the work. What a bunch of jerks and scammers
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Cons:
  • Deceptive warranty

Preferred solution: Apology

Anonymous

Don’t buy from this place.

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they are just a rip off. Never want to honor their warranty agreement
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Loss:
$700
Cons:
  • Do not stand by the warranty

Preferred solution: Honor agreement

Anonymous

Go to a different furniture store.

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The part that was broken by the assembly team hasnt arrived. One story after the other in regards to the door that needs to be put in. This was back in August and here it is February. We were offered a new console but after watching the guys trying to assemble the one we have, we just wanted a door. I have made too many calls and been patient. I think 6 months is long enough. I wont be going back for other needs.
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Anonymous
map-marker Springfield, Ohio

Never

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I purchased a sectional along with a dresser and chest set. Everything was coordinated to be delivered, then later I was informed that I needed to directly pick up one piece while they would be delivering the remaining items. I was called last minute to clarify a delivery window of 11am to 2pm. After having to take time off to wait for delivery and no delivery I had to return to work and received a phone call an hour later for delivery. Now after calls with the company they are refusing delivery and that I now have to go back and either hire my own movers when the purchase contract stipulated free delivery. This company is a huge scam and will do anything to nickle and dime their customers. How do you call yourself a legitimate business when all your sales people are some of the sleaziest people, I can not in good concise refer to them as business people, I have ever had the displeasure of dealing with.
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Preferred solution: Deliver product or service ordered

Anonymous
map-marker Detroit, Michigan

Do not purchase from them

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My furniture failed from normal use in 4 years. Art Van used to Value their customers and I feel they no longer do. I will no longer purchase nor will I ever tell anyone to purchase from them.
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Preferred solution: Fix my sofa

Anonymous
map-marker Shelby, Michigan

Steer clear! You will get screwed at some point.

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About 6 or so years ago, I bought some furniture at Art Van. Over a period of a year, I bought a table and chairs set, a couch, and 2 pure sleep latex mattresses- a king and a queen. All said and told, I spent about $1000 on the table and chair, $1500 on the couch, $2000 on the queen bed, and $3100 on the king, plus another $200+ on pillows and mattress protectors. $7500 spent at least. I don't expect anything to last forever, but even by the lowest standards, this furniture was ready for the curb way too soon. This was all adult-owned in a house with no kids at the time. We didn't have wild parties or wrestling matches or fights. Within a year or so, the veneer was popping off the side of the table, and the foam cushion in the footrest of the couch had popped out of the bottom. Then a crossbar between the legs of the bench for the table snapped at dinner one night. The bench wobbled from then forward. The screws were constantly falling out of the bottom of the chairs. The cushion on the back of the couch started to lose its fluff and you could feel the frame if you were in a certain position. The footrest motors stutter sometimes. The usb port is shot. The frame is failing so one of the arms is starting to lean away from the couch. The queen latex mattress was the best mattress I had ever slept on. I sold it to my brother 6 months later when I moved in with my then-girlfriend/now-wife. She agreed that it was the best mattress she had ever slept on as well. We excitedly bought the king version of the same bed thinking it was going to be awesome. The best part was the 20 year warranty. I figured I would get at least 10-20 years of good sleep out of it. $3100 later, the absolute worst bed I have ever owned. Sleeping on it is nothing like the queen even though it is the same make/model/firmness and bought in the same calendar year. Within 6 months, it was already developing divots no matter how often we rotated it. It became obvious the foam had broken down already. The mattress was made by King Koil. After a quick check of their website, I don't think they make 100% latex mattresses anymore. My guess is too many warranty problems. It looks like everyone has switched to a hybrid latex/coil system. My story is probably not unique.
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Loss:
$5000
Pros:
  • Delivery people
  • Catalog
  • Fast sales assistance
Cons:
  • Rip-off at half the price
  • Zero life out of products
  • Entire experience
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Anonymous
map-marker Redford, Michigan

Dont shop with them

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They do not stand behind warranty. Bed is saggy but mot saggy enough to be replaced. Lying in the bed has the same sensation as lying in a waterbed. Terribly uncomfortable, hips are sore in the morning. I sleep better on my love seat in the living room, just waiting on the bed to sag more!!
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Erin A Xdy

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Verified Reviewer
| map-marker Rochester Hills, Michigan

Whittle your own furniture instead

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I just wanted to share my recent experience with Art Van Furniture. I ordered furniture in October. I was told my custom couch, which means I changed the color they happened to have at the warehouse at the time, and was told it would always 8-10 weeks. I ordered a rug that I was told would be ready at the end of the month. I paid for delivery. The second week of January and I hadnt heard from the store at all. I called and was told my rug has been ready, but I wasnt contacted, and I could pick it up anytime. I was assured that the delivery I paid for would cover however many trips it takes to deliver the items because they like to clear out the warehouse as soon as possible. I was also told that the couch that should have been ready to be delivered was pushed back to the end of February, which I was also not contacted about. The person I spoke to had no answers as to why it was delayed for so long. I picked up my rug today and was told that it is now pushed until the end of March. I was only told that because I went to the store to pick up an item that should have been delivered. I called to cancel my order because waiting FIVE MONTHS for a couch is completely asinine. I am able to cancel my order if I pay a 25% restocking fee when they do eventually get the furniture in another 10 weeks - the maximum of time it takes to make an entire couch. Clearly, this couch has not been upholstered at all if this is the amount of time they still need to complete it. The reason my couch is going to be delayed so long is because at the end of December or early January there was a material shortage. That is when it should have been done and ready for shipping. Its IMPOSSIBLE to cancel my order because they have already requested materials from the Detroit Sofa Company, who apparently has no materials and needs to push back the processing of the couch 10 extra weeks. I spoke to 3 employees who offered zero concern about their poor customer service. The last woman I spoke to was impolite at best and insisted a 25% restocking fee was the only way to process a cancelled order. When I asked why their policy is not to contact customers when there is an issue with and order she said I dont know why you werent contacted. I can apologize for that. She did not utter an apology. So, she just wanted to let me know she had the ability to apologize but she was not going to to do so. The moral of my long story is that you should just whittle your own furniture. Youll have it sooner than I have my couch.
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Loss:
$1500
Reason of review:
Poor customer service

Preferred solution: Full refund

Leroy G Xqh

Stay away especially Veterans

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I bought Recliner rocker that went bad after a couple of months. Art Van eventually replaced. About 13/14 months later, the same thing. They won't replace it, will not answer my emails, and they haven't bothered to call an exec at the manufacturer of the chair to discuss options to resolve it. Horrible customer service skills. I am an 80% disabled Marine Vet. I don't think Art Van understands the power Veterans have bypassing the word and shopping elsewhere! I guess when you sell cheap/substandard furniture you are accountable only to the almighty dollar. Sad, so sad
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Loss:
$200
Cons:
  • Poor customer service to a disabled veteran
Reason of review:
Poor customer service

Preferred solution: Repair

Chuck Lvc

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Verified Reviewer
| map-marker Toledo, Ohio

Would not recommend to anybody

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Bought a mattress 3 years to the date. The mattress was a Hybrid mattress i sleep brand 3.0. Vey nice when we got it. My wife got the softer Tan side, when I got the more firm Green side. Mattress statrted to break down in first year. The softer side was breaking down and looked like my wife was sleeping in *** in the matresss. We went back to the store and salesman told us it would have to be at least a couple inches before warranty would cover it. So now 3 years to date, from when we bought the matresss , went back to store and warranty dept come out and looks over mattress and declares it defective. So we say, finally we are being heard. The warranty guy told us to go back to store and you will get a replacement. Our surprise now is the 15 year non pro rated warranty wants us to pay more to have the mattress replaced. WTF? Yes that's right. Now the mattess was discontinued, the new one cost 3 times more than the one we bought. Only 3 years earlier. Original mattress was about $1700. We got the mattress on sale for $899. Plus new premium adjustable bed frame. The new mattress has gone up to $2800. So they want to only give us the original price we paid for the mattress $899 and put toward the new price of $2800. We now only owe $2000 for replacement mattress. Again WTF just happened ? After a lot of debating they told us we could get a lesser valued mattress as a replacement. So that sounds just great. Buy a good quality mattress, if you want a replacement you can have this cheaper one you already know you don't want because you would have bought that one to begin with. We would rather not get a lower quality mattress. So their warranty is only as good as the purchase price you actually pay for the mattress. Doesn't matter if you get it on sale or not. If you shop and get what you think is a good deal you lose because if you get a dud like we did. You only get 1/3 of a new mattress. I would have thought they would stand behind their product especially since it was declared defective. No fault of ours. I will never shop there again.
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Loss:
$2800
Pros:
  • Just looking for a nice mattress
  • Looking for a nice mattress
  • Fast sales assistance
Cons:
  • Pay more money to replace under warranty
Reason of review:
Warranty issue

Preferred solution: Just please replace mattress. It was declared defective. Not our fault. We really do not want a cheaper mattress. Just because we got it on sale you want to pay full price for mattress now is just ridiculous.

Anonymous

Do not believe any word that they say.BIG liars

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They promis a lot before you buy it, but once you out of the door the promise is done.Never treat you as a customer, plus delivery broke the couch and damage paint in the house and never took care of it. Very poor customer service. Be very careful with that store and would never recommend to any one use their delivery service.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Maria L Mub

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Verified Reviewer
| map-marker Port Huron Charter Township, Michigan

GET AS FAR AWAY AS YOU CAN

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Updated by user Dec 26, 2019

Should update that most of the issue was with Laurie (Lori?) at the Service Center.She was very unwilling to work with us, offered no monetary reimbursement without loss of our entire warranty, made our possible solutions sound unreasonable and was argumentative. Customer service was very poor!

Original review Dec 26, 2019
Purchased a 3 piece living room set - sold us leather protection plans and the Complete Care Warranty which was good for 5 years. Furniture wasn't leather, was actually vinyl, which was confirmed by a repair man who came to fix a seam rip - which was covered by our warranty. However, we found out by calling to see the status of our replacement part that our furniture was discontinued by Art Van (still for sale online in other places)... Unable to fix the furniture, we were told to come in and pick out new furniture with a store credit (seems reasonable right?) We live an hour from the nearest Art Van, so made a day to go see what was available. NO 3 PIECE SETS like what we had with USB ports, electric reclining, cup holders, etc.... ANYWHERE near the price we initially spent. We'd have to use the store credit, PLUS more money out of our pocket and have to purchase another warranty on top of it all. No other option - they told us we could be reimbursed our warranty (after 1.5 years of having the furniture) and then wouldn't be covered for the remainder of the warranty period we initially purchased). Then we'd just keep the furniture we have (ripped seam and all). All in all, a big cluster *** and waste of time. Never going into an Art Van store again.
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Loss:
$960
Cons:
  • Unwilling to work with you
Reason of review:
Poor customer service

Preferred solution: Full refund